Sana Benefits

Lead the Customer Support team to deliver a seamless member and provider experience through strategic planning and operational scaling. Manage AI integration, workforce forecasting, and cross-functional partnerships to meet SLAs and cost-to-serve targets.

Provide administrative support to brokers and admins via phone and email to resolve billing, coverage, and technical issues. Collaborate with internal teams to manage tickets and ensure a seamless onboarding experience for health plans.

Lead the company's case management and utilization management functions to ensure high-quality, cost-effective care for members. Develop and implement clinical strategies, coverage policies, and cost-containment initiatives while collaborating with cross-functional teams.

Provide administrative support to brokers and plan administrators by resolving issues, managing billing, and ensuring compliance. Collaborate with internal teams to track ticket progress and maintain detailed records of client interactions.

The Member Advocate will provide accurate and easy-to-understand guidance regarding complex health insurance and employer benefits across multiple channels like phone, text, chat, and email. Responsibilities include assisting new customers with onboarding, resolving care journey issues such as finding providers or handling claims, and referring members to clinical care managers.