Customer Operations Analyst - U.S. Healthcare (Remote)

Solum Health (YC 22); Colombia; Remote; COP 106,641,000 - 177,735,000; Full time

Benefits offered by this job

USD monthly payment

Performance bonus

15 days PTO + birthday off

Health insurance reimbursement

Growth opportunities

Job summary

Solum Health is hiring a Customer Operations Analyst to be the first point of contact for clients after go-live. You will own triage, QA deliverables, onboard new clients, and translate customer learnings into platform improvements.

You will sit on the Product Operations team and collaborate with Lead of Product Operations, working remotely with LATAM candidates and overlapping US Eastern Time hours. This role emphasizes accuracy, client-facing communication, and process improvement.

Qualifications

• 2+ years in customer support, customer operations, implementation, or RCM, ideally in healthcare or health tech.
• Direct, client-facing experience with U.S. practice staff, not only a behind-the-scenes queue.
• Working knowledge of eligibility, verification of benefits, prior authorizations, payers, CPT codes, and NPIs.
• You can read a 271 eligibility response or portal benefits summary and spot what's missing, and you know how a missed detail becomes a claim denial.
• You use AI tools daily and know when an output needs to be checked.
• Strong analytical skills; comfortable with spreadsheets and messy data.
• Solid understanding of HIPAA.
• Excellent written and spoken English.
• Strong plus: QA or audit experience; hands-on work with U.S. commercial or Medicaid payers.

Responsibilities

• Own the client support inbox: classify, prioritize, and route every request.
• Resolve first-line questions on eligibility, benefits, prior auth status, and platform usage, explaining in plain English what the payer confirmed and what still needs follow-up.
• Keep clinics informed. If a result will be late or a payer is down, tell them before they ask.
• Help build our ticketing process, SLAs, macros, and help-center content.
• Investigate before you escalate. Hand Engineering clear reproduction steps, examples, and client impact.
• Run escalations to resolution: conflicting payer answers, stalled authorizations, disputed results.
• Review AI-generated and team verifications and authorizations for accuracy.
• Find the root cause: payer quirk, client data issue, workflow gap, or human error.
• Support new implementations alongside the Lead of Product Operations
• Document each client's SOPs for benefits, authorizations, scheduling, and exceptions
• Collect and review provider, NPI, location, payer, and credentialing information; run data quality checks before go-live
• Prepare guides, training content, and onboarding checklists
• Turn recurring issues into clear product requests
• Test new features and releases before clients see them
• Use AI tools to automate triage, data cleanup, file prep, and reporting
• Report on support volume, response times, error rates, and top issues

Skills

Customer support experience

Healthcare/health tech knowledge

US payer knowledge

271 eligibility reading

AI tool usage

Analytical skills

HIPAA understanding

English proficiency

QA/audit experience

Payer/codes familiarity

Job description

A clinic doesn't care whether a benefits check was run by a person or a model. It cares that the answer is correct, that it arrived before the patient walked in, and that someone picks up when a payer says something that doesn't add up.

That someone is you.

About Solum

Solum builds AI that takes the administrative work off healthcare practices. We run eligibility checks, verification of benefits, and prior authorizations for U.S. outpatient practices, with a strong focus on ABA, speech, occupational therapy, and behavioral health. We plug into the EHRs, CRMs, and payer portals practices already use, and the work comes back done.

The role

As Customer Operations Analyst, you're the first point of contact for our clients once they're live on Solum. You'll own support triage, run escalations to the end, QA what we deliver, help onboard new clients, and turn what you learn from customers into improvements to the platform. You'll sit on the Product Operations team and report to the Leads of Product Operations.

This is a full-time remote role open to candidates anywhere in Latin America, with significant overlap with U.S. Eastern Time business hours.

This isn't a clock-in, clock-out job. We're early, and you'll help shape how our operations run.

What you'll do

• Own the client support inbox: classify, prioritize, and route every request
• Resolve first-line questions on eligibility, benefits, prior auth status, and platform usage, explaining in plain English what the payer confirmed and what still needs follow-up
• Keep clinics informed. If a result will be late or a payer is down, tell them before they ask
• Help build our ticketing process, SLAs, macros, and help-center content

Escalations and QA

• Investigate before you escalate. Hand Engineering clear reproduction steps, examples, and client impact
• Run escalations to resolution: conflicting payer answers, stalled authorizations, disputed results. Call payers or check portals when the electronic response isn't enough
• Review AI-generated and team verifications and authorizations for accuracy
• Find the root cause: payer quirk, client data issue, workflow gap, or human error

Client onboarding

• Support new implementations alongside the Lead of Product Operations
• Document each client's SOPs for benefits, authorizations, scheduling, and exceptions
• Collect and review provider, NPI, location, payer, and credentialing information; run data quality checks before go-live
• Prepare guides, training content, and onboarding checklists

Platform improvement

• Turn recurring issues into clear product requests
• Test new features and releases before clients see them
• Use AI tools to automate triage, data cleanup, file prep, and reporting
• Report on support volume, response times, error rates, and top issues

What we're looking for

• 2+ years in customer support, customer operations, implementation, or RCM, ideally in healthcare or health tech
• Direct, client-facing experience with U.S. practice staff, not only a behind-the-scenes queue
• Working knowledge of eligibility, verification of benefits, prior authorizations, payers, CPT codes, and NPIs
• You can read a 271 eligibility response or portal benefits summary and spot what's missing, and you know how a missed detail becomes a claim denial
• You use AI tools daily and know when an output needs to be checked
• Strong analytical skills; comfortable with spreadsheets and messy data
• Solid understanding of HIPAA
• Excellent written and spoken English
• Strong plus: QA or audit experience; hands-on work with U.S. commercial or Medicaid payers

Who thrives here

• Bothered by an answer that is "probably right"
• Follows issues through without being asked twice
• Calm on a long payer call, clear in a tense client email
• Would rather tell a client bad news early than good news late

What we offer

• USD monthly payment, base depending on experience
• Monthly performance bonus tied to operations KPIs
• 15 days of PTO, plus your birthday off
• Health insurance reimbursement
• High ownership from day one and room to grow into customer success, implementation, or product operations leadership