Full-Time Member Advocate

Sana's vision is to make healthcare easy. All of us can agree healthcare is simply too hard in the US. And our members feel that pain day in and day out. We aim to create an experience that simply feels easy when you need to access our healthcare system. If you need something, you know where to go to get it with care that is a click (or as few clicks as possible!) away.

What you will do:

• Provide accurate guidance on health insurance and employer benefits across phone, text, chat, and email.
• Assist with onboarding, ensuring members understand and select appropriate health plans.
• Update on claims status and resolve any arising issues.
• Help with plan renewals, cancellations, or modifications.
• Address and resolve complaints or problems, such as billing discrepancies and coverage denials.
• Maintain detailed records of customer interactions, inquiries, complaints, and resolutions.
• Educate customers on maximizing their benefits and effectively using their health insurance.
• Assist members with navigating their online portal, accessing digital resources, and resolving technical issues.
• Ensure compliance with HIPAA policies regarding the protection of customer information.
• Collaborate with departments like Claims, Care Teams, and Network Operations to resolve customer issues.
• Meet or exceed performance metrics such as response time, resolution time, customer satisfaction scores, and quality standards.
• Provide feedback to teams about member issues to enhance user experience.

About you:

• Bachelor's degree with 2 years of related experience in social work, patient advocacy, or health coaching preferred.
• Comfortable with remote work.
• Excellent communicator.
• Strong preference for candidates fluent in Spanish and English.
• Some knowledge of healthcare and/or insurance benefits preferred.
• Entrepreneurial. Self-directed. Excited to build something from scratch.
• Values-oriented. You care about making our healthcare system work better for people and business owners.
• Gritty. You aren't worried about getting your hands dirty and working hard when you need to.
• Comfortable with change. We are a startup and need people who are ok doing things outside of their traditional job description.
• Comfortable with modern web applications. We are building all of our software in-house and you will be a key constituent in its development.

What is the last date for applying to the job?

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