Client Operations Analyst I

Softheon

About the Company

Job Description

Required Skills

Key Responsibilities

• 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.
• Collaborate in the modification of documentation to ensure accurate and comprehensive process records.
• 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.
• Leverage industry networks and expertise to identify and attract top talent that aligns with the company's objectives and values.
• Provide guidance and mentorship to team members within your department and across diverse functions.
• Play an integral role in shaping and reinforcing the overall company culture, promoting values that enhance teamwork, collaboration, and employee engagement.
• 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).
• Candidate must reside in the Central or Eastern time zone and must be available to work ET hours (9-6 pm ET).

Qualifications

• 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.
• Strong commitment to providing exceptional service and support to clients.
• Proactive mindset with a willingness to learn.
• Ability to thrive in a fast-paced, agile work environment and adapt to change.
• Detail-oriented with a strong focus on delivering high-quality results.
• Positive attitude and ability to manage multiple priorities effectively.
• Candidates must reside within the United States.
• Must have valid work authorization to work in the U.S. without any current or future need for employer sponsorship.

Benefits & Perks

• Base pay of $50,000 - $55,000 plus equity (when applicable), variable/incentive compensation, and benefits.
• 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

How to Apply

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Posted Date

May 20, 2026