Sana

Customer Support

• Develop a business plan for the member and provider experience that anticipates future growth and technological shifts.
• Implement tools and processes to handle thousands of multi-channel tickets (chat, voice, email) per week.
• Lead the strategy for integrating AI-driven support tools to automate routine workflows, improve self-service, and enhance "high-touch" human interactions.
• Manage escalation processes and collaborate cross-functionally to address the root causes of member and provider issues.
• Grow a team of incredible Customer Support Managers, Member Advocates, and a Workforce Management (WFM) Analyst.
• Ensure the team meets OKRs, SLAs, and KPIs, including CSAT, chat first response time, and call answer rates.
• Unlock support interaction data to provide actionable insights for Product, Sales, and Operations teams.
• Lead efforts in quality management, workforce forecasting, and training to ensure a consistent "white-glove" experience.

Director of Customer Support

Customer Success Manager

• Provide accurate assistance to support the administrative needs of Brokers and Admins across phone and email.
• Assist with the administrative side of onboarding and system needs for new and renewing Sana plans.
• Address and resolve complaints or problems, such as billing discrepancies and coverage denials.
• Issue management and tracking updates on progress
• Excellent note taking and organization - Maintain detailed records of client interactions, inquiries, complaints, and resolutions.
• Educate brokers and plan administrators on compliance requirements and contractual obligations of the plan sponsor
• Assist brokers and plan administrators with navigating their online portal, accessing digital resources, and resolving administrative, technical, and legal issues.
• Ensure compliance with HIPAA policies regarding the protection of customer information.
• Re-route tickets accordingly and 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 internal feedback on Product issues and safeguard the user experience.

Director of Customer Support

Customer Success Associate