Sana

Advocate

• Provide accurate and easy-to-understand guidance in the complex world of health insurance and employer benefits across multiple channels (phone, text, chat, and email).
• Help new customers with their onboarding, making sure members understand and select appropriate health plans and other steps.
• Assist members with issues around their care journey - whether it’s finding a provider, helping with claims issues, or referring them to expert clinical care managers.
• Give feedback to the product team about member support issues so they can design better experiences.
• Generally strive to make sure members feel taken care of and love our service.

Member Advocate

Customer Success Manager

• Facilitate smooth customer transitions from the Implementation team and inspire confidence in our product and service to meet/exceed customer needs.
• Be the relationship lead and strategic contact for our customers and their brokers, presenting plan data, organizing Quarterly Business Reviews (QBR), and owning the annual renewal process end-to-end.
• Serve as a partner and consultant to our brokers and their clients, providing strategic advice on benefits and Sana plans to meet client needs.
• Proactively manage potential escalations with the leadership team and generally be the voice of the customer and broker with internal teams.
• Be a knowledge partner, researching, documenting, and educating others on updates related to internal processes, external policies, and best practices.
• Lead initiatives to improve team processes and customer strategies.
• Partner with Sales to expand and retain brokerage relationships
• Collaborate cross-functionally, regularly providing feedback and recommendations to enhance the customer and broker experience.
• Be a thought partner, working with our product team to help create a product that can deliver the best customer experience at scale.

Member Advocate

Senior Customer Success Manager, Broker Channel