Client Operations Analyst I
New
S
SoftheonHealthcare software
Must reside in the Eastern or Central time zone of the United States. Must be located in one of the following states: NY, NJ, FL, GA, PA, CT, IL, MD, TN, NC, MI, TX, Eastern or Central time zone; ET working hours (9am-6pm) requiredFull-TimeEntry
SalaryFor this position we offer a base pay of $50,000-$55,000, plus equity (when applicable), variable/incentive compensation, and benefits.
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Job Details
- Required Skills
- Data AnalysisMicrosoft ExcelMicrosoft OfficeProblem SolvingCustomer service
Requirements
- Bachelor's degree or higher in Communications, Business Administration, Healthcare Management, Information Technology, or another related field.
- Hold a Lean Six Sigma Yellow Belt certification or be willing to complete it within the first 90 days of employment.
- Be proficient in Microsoft Office Suite, including Word, Excel, and PowerPoint; Excel experience is required.
- Have strong analytical skills and the ability to interpret data and draw actionable insights.
- Demonstrate knowledge of customer service principles.
- Have strong verbal and written communication skills for interactions with customers and internal stakeholders.
- Demonstrate problem-solving, organizational, and interpersonal skills.
- Be able to learn new concepts and technologies quickly and handle client concerns professionally under pressure.
- Be available for on-call duty during peak periods, rotating weekend shifts, occasional holidays, and overtime shifts.
- Work ET hours (9am-6pm) and attend headquarters approximately twice per year.
- Reside in the Eastern or Central time zone and be located in one of the listed eligible states.
Responsibilities
- Conduct client support calls and respond to clients and members by phone and email.
- Troubleshoot client issues and handle complaints, requests, and inquiries as first-level support.
- Use Softheon products and appropriate escalation channels to manage ticket requests and complex issues.
- Follow SOPs and manage assigned manual queues to resolve inquiries efficiently.
- Collaborate with Product Development, Sales, and Customer Success to address client needs and improve product offerings.
- Contribute to documentation, training materials, and SOP updates.
- Analyze data and reporting to identify trends and provide process-improvement insights.
- Participate in hiring and recruitment activities, including interviews, and help identify talent.
- Provide guidance and mentorship to team members across the department and other functions.
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