Member Advocate

Summary

Join Sana's member advocacy team and contribute to making healthcare easier for small businesses. We are seeking a hard-working, empathetic individual to provide accurate guidance on health insurance and employer benefits through various communication channels. You will assist members with onboarding, claims, plan renewals, and complaint resolution. This role requires strong communication skills and collaboration with other departments. A bachelor's degree and 2 years of related experience are preferred, along with fluency in Spanish and English. We offer a competitive salary, comprehensive benefits, and a dynamic startup environment.

Requirements

• Bachelor’s degree with 2 years of related experience in social work, patient advocacy, or health coaching preferred
• Comfortable with remote work
• Excellent communicator

Responsibilities

• 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

Preferred Qualifications

• 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

Benefits

• Stock options in rapidly scaling startup
• Flexible vacation
• Medical, dental, and vision Insurance
• 401(k) and HSA plans
• Parental leave
• Remote worker stipend
• Opportunity for career growth
• Dynamic start-up environment