Client Operations Analyst I

Softheon

Client Operations Analyst providing support to healthcare clients through exceptional customer service. Engaging with customers over phone and email in a remote work setting.

Posted 5/20/2026full-timeRemote • Florida, Illinois, Texas • 🇺🇸 United StatesMid-LevelSenior💰 $50,000 - $55,000 per yearWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

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.
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.
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.
Contribute to the creation and updating of documentation, training materials, and SOPs to streamline operations and ensure consistency in client support.
Analyze data and review reporting to identify trends and provide insights for process improvements.
Collaborate with the Talent team to actively engage in the hiring and recruitment process, including but not limited to participating in interviews.
Provide guidance and mentorship to team members within your department and across diverse functions.
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.
Must be available to work rotating weekend shifts, as well as occasional holidays and overtime shifts.
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).

Requirements

What you’ll need

Bachelor's Degree or higher in Communications, Business Administration, Healthcare Management, Information Technology, or another related field
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
Lean Six Sigma Yellow Belt certification preferred. Must be willing to complete certification within first 90 days of employment
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
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.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Microsoft Office SuiteExcelSQLCRM softwaredata analysistroubleshootingcustomer service principlesLean Six Sigma Yellow Belt

Soft Skills

analytical skillsverbal communicationwritten communicationproblem-solvingorganizational skillsinterpersonal skillsprofessionalismcourtesycreativitymentorship

Certifications

Bachelor's DegreeLean Six Sigma Yellow Belt