Customer Success Associate

Sana's vision is simple yet bold: make healthcare easy. We all know navigating healthcare in the U.S. is confusing, costly, and frustrating -- and our members are used to feeling that pain. That's why we're building something different: affordable health plans designed around Sana Care, our integrated care model connecting members with unlimited primary care and expert care navigation at no additional cost to them. Whether it's quick prescription refill or guidance through a complex medical journey, Sana Care makes it feel effortless to get the right care at the right time. And for employers and brokers, we've built intuitive tools to make managing health benefits just as seamless. We are looking for a Customer Success Tier I Associate to help deliver a seamless experience for brokers and admins. You'll be the voice of Sana - resolving issues, educating partners, and ensuring every detail behind the scenes runs smoothly. Our Admin Support team makes healthcare easier by brining clarity, consistency, and care to every interaction. We believe great support isn't just about solving problems - it's about creating confidence. Join us in building a healthcare experience that feels easy, dependable, and human. What you will do: - Provide accurate assistance to support the administrative needs of Brokers and Admins across phone and email. - Assist with the administrative side of onboarding and system needs for new and renewing Sana plans. - Address and resolve complaints or problems, such as billing discrepancies and coverage denials. - Issue management and tracking updates on progress - Excellent note taking and organization - Maintain detailed records of client interactions, inquiries, complaints, and resolutions. - Educate brokers and plan administrators on compliance requirements and contractual obligations of the plan sponsor - Assist brokers and plan administrators with navigating their online portal, accessing digital resources, and resolving administrativ