Client Operations Analyst - 04302025

Softheon; United States; On-site; USD 50,000 - 55,000; Full time

Job summary

Join a leading healthcare technology company as a Client Operations Analyst. In this entry-level role, you will be the first point of contact for clients, providing exceptional support and ensuring customer satisfaction. Your contributions will help shape positive experiences while collaborating with various teams to improve services. This role demands a proactive approach, effective communication, and a passion for problem-solving.

Benefits

Comprehensive health, vision, and dental coverage

401K with a match

Discretionary bonuses and professional development opportunities

Work from home stipend

15 days discretionary PTO

9 paid holidays

Qualifications

• Bachelor's degree or higher required.
• Bilingual in English and Spanish preferred.
• Exceptional verbal and written communication skills.

Responsibilities

• Conduct client support calls and handle inquiries via email.
• Act as first-level support for customer complaints.
• Collaborate with cross-functional teams to enhance client offerings.

Skills

Communication

Problem-Solving

Customer Service

Interpersonal Skills

Education

Bachelor's Degree in Communications, Business Administration, Healthcare Management, or related field

Tools

Microsoft Office Suite

CRM Software

SQL

Job description

16 hours ago Be among the first 25 applicants

This range is provided by Softheon. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$50,000.00/yr - $55,000.00/yr

About Us:

Join us in revolutionizing healthcare! We build software that simplifies the process of choosing the right health insurance for individuals. Our solutions help our health plan and government customers with the administration, reporting, and operational requirements of their plans. By tackling the complexities of enrollment, administration, renewal, billing, and more, we enable our customers and partners to concentrate on advancing their core missions.

Our Company Culture:

Our culture is built on collaboration, innovation, and appreciation. We value each employee's unique talents and contributions and understand that every individual plays a critical role in our mission to transform healthcare. Every day, we celebrate our team's dedication, creativity, and expertise, which drive us closer to our goals.

At Softheon, Our Mission is powering growth to make healthcare more productive, intelligent, and successful. Our Vision is Making healthcare affordable, accessible, and plentiful for every American.

About the Role:

Are you detail-oriented with a passion for providing exceptional customer service? We're looking for a Client Operations Analyst to join our dynamic team. In this entry-level role, you'll serve as a crucial link between our organization and our valued customers, handling inquiries, resolving issues, and ensuring a positive experience for all.

As a Client Operations Analyst, you'll have the exciting opportunity to directly engage with customers over the phone and via email. You'll be the face of our organization, ensuring that every interaction reflects our dedication to professionalism and customer satisfaction. Success in this role hinges on your ability to effectively address customer concerns while recognizing when complex issues require escalation to our management team. Your contribution will directly impact our ability to deliver exceptional service and uphold our reputation as a customer-centric organization.

If you're a self-motivated individual with a passion for customer service, we want to hear from you! Apply now to be part of our team and help us deliver exceptional service to our clients.

Requirements

You Will:

Client Support & Interaction:

• Conduct client support calls and engage with clients and members over the phone and via email, maintaining professionalism and courtesy.
• Provide exceptional support to clients, troubleshooting issues and responding to inquiries in a timely manner.
• Act as first-level support, handling customer complaints, requests, and inquiries to ensure effective resolution.
• Present the organization in a positive light, embodying values of excellence and customer focus in every interaction.
  
  
  

Problem-Solving & Escalation:

• Master Softheon products to utilize appropriate escalation channels for ticket requests.
• Adhere to Standard Operating Procedures (SOPs) while employing creative problem-solving skills to address complex issues.
• Manage "manual" queues as assigned to ensure timely and efficient resolution of customer inquiries.
  
  
  

Collaboration & Cross-Functional Teamwork:

• Collaborate with cross-functional teams (Product Development, Sales, and Customer Success) to address client needs and enhance product offerings.
• Participate in training sessions and knowledge-sharing activities to continuously improve product and service understanding.
  
  
  

Documentation & Process Improvement:

• Contribute to the creation and updating of documentation, training materials, and SOPs to streamline operations and ensure consistency in client support.
• Collaborate in the modification of documentation to ensure accurate and comprehensive process records.
  
  
  

Analysis & Reporting:

• Analyze data and review reporting to identify trends and provide insights for process improvements.
  
  
  

Talent Management

• Collaborate with the Talent team to actively engage in the hiring and recruitment process, including but not limited to participating in interviews
• Leverage industry networks and expertise to identify and attract top talent that aligns with the company's objectives and values.
• Provide guidance and mentorship to team members within your department and across diverse functions.
• Play an integral role in shaping and reinforcing the overall company culture, promoting values that enhance teamwork, collaboration, and employee engagement
  
  
  

Additional Responsibilities

• Must be available for on-call duty during peak periods, providing support outside of regular working hours as needed to ensure the timely resolution of critical issues.
• Although we work in a remote-first environment, all roles require in-person attendance at our headquarters approximately 2 times per year (in addition to other travel requirements for this specific role, if applicable). These visits are essential for team collaboration, strategic planning, and fostering deeper connections across the organization. Travel arrangements will be supported to ensure a seamless experience.
• This position involves extensive communication with clients from diverse backgrounds. Bilingual proficiency in English and Spanish is strongly preferred to support our multilingual client base effectively.
• Availability for rotating weekend shifts as well as occasional holidays and overtime shifts required.
• ET working hours required (9am-6pm ET).
  
  

You Have:

Education:

• Bachelor's Degree or higher in Communications, Business Administration, Healthcare Management, Information Technology, or another related field.
  
  
  

Experience:

• Prior internship or project experience in healthcare, technology, or client services is advantageous but not required.
• Previous work experience in billing or finance is preferred.
  
  
  

Knowledge:

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint); Excel experience required, SQL experience and familiarity with CRM software are a plus.
• Strong analytical skills with the ability to interpret data and draw actionable insights.
• Understanding of customer service principles.
  
  
  

Skills:

• Exceptional verbal and written communication skills, with the ability to create positive interactions with customers and internal stakeholders.
• Bilingual proficiency in English and Spanish strongly preferred.
• Excellent problem-solving and organizational skills.
• Strong interpersonal skills for effectively handling client concerns and ensuring satisfaction.
• Ability to quickly learn new concepts and technologies.
• Proficiency in handling client concerns over the phone, ensuring professionalism and composure in high-stress situations.
  
  
  

Attributes:

• Strong commitment to providing exceptional service and support to clients.
• Proactive mindset with a willingness to learn.
• Ability to thrive in a fast-paced, agile work environment and adapt to change.
• Detail-oriented with a strong focus on delivering high-quality results.
• Positive attitude and ability to manage multiple priorities effectively.
  
  
  

Benefits

What We Offer:

Salary - $50,000 - $55,000


Softheon offers every full-time employee a comprehensive benefits package including:

• Work from your home company with a one-time home office stipend
• Comprehensive benefits package that includes health, vision and dental coverage for you, your spouse and dependents
• Additional benefits, including a monthly wellness stipend and internet stipend, 401K w/ a match; immediately vested, employee assistance program, disability/life insurance, and parental leave
• 15 days to discretionary PTO based on YOS
• 9 additional paid holidays
• Referral bonuses, discretionary bonus program, spot bonuses and professional development opportunities
• Please note that candidates applying for this position, must currently reside within the United States.
  
  
  

Eligibility to Work in the U.S.: We are unable to sponsor or assist with visa-related processes. Candidates must have valid work authorization to work in the U.S. without any current or future need for employer sponsorship.

Join Softheon, and together, we'll shape the future of healthcare in America.


Are you ready to make a difference? Join us at Softheon and help revolutionize healthcare for all.

At Softheon, we embrace and celebrate diversity in all its forms as an equal opportunity employer. We strongly believe that employing a diverse workforce is key to our success. Our recruitment and hiring decisions are made solely on the basis of each candidate's qualifications, experience, and skills. We highly appreciate your dedication to our shared mission of making healthcare affordable, accessible, and abundant for all. Join us in our journey towards continually building a diverse and inclusive workplace, where everyone's contributions are valued, respected, and celebrated.

Employment with Softheon is at-will, which means either the employee or Softheon may terminate the employment relationship at any time, with or without cause, and with or without notice. Nothing in this job description or in any document or statement shall be construed to constitute a guarantee of employment for a specified period of time.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Non-profit Organizations and Primary and Secondary Education

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