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Client Operations Analyst - 04302025 at Softheon. About Us: . Join us in revolutionizing healthcare! We build software that simplifies the process of choosing the right health insurance for individuals. Our solutions help our health plan and government customers with the administration, reporting, and operational requirements of their plans. By tackling the complexities of enrollment, administration, renewal, billing, and more, we enable our customers and partners to concentrate on advancing their core missions. . Our Company Culture: . Our culture is built on collaboration, innovation, and appreciation. We value each employee's unique talents and contributions and understand that every individual plays a critical role in our mission to transform healthcare. Every day, we celebrate our team's dedication, creativity, and expertise, which drive us closer to our goals. . At Softheon, Our Mission is powering growth to make healthcare more productive, intelligent, and successful. Our Vision is Making healthcare affordable, accessible, and plentiful for every American. . About the Role:  . Are you detail-oriented with a passion for providing exceptional customer service? We're looking for a Client Operations Analyst to join our dynamic team. In this entry-level role, you'll serve as a crucial link between our organization and our valued customers, handling inquiries, resolving issues, and ensuring a positive experience for all. . As a Client Operations Analyst, you'll have the exciting opportunity to directly engage with customers over the phone and via email. You'll be the face of our organization, ensuring that every interaction reflects our dedication to professionalism and customer satisfaction. Success in this role hinges on your ability to effectively address customer concerns while recognizing when complex issues require escalation to our management team. Your contribution will directly impact our ability to deliver exceptional service and uphold our reputation as a customer-centric organization. . If you're a self-motivated individual with a passion for customer service, we want to hear from you! Apply now to be part of our team and help us deliver exceptional service to our clients. . You Will: .  Client Support & Interaction: . 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. . Problem-Solving & Escalation: . 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. . Collaboration & Cross-Functional Teamwork: . 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. . Documentation & Process Improvement: . 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. . Analysis & Reporting: . Analyze data and review reporting to identify trends and provide insights for process improvements. . Talent Management. . 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.. . Additional Responsibilities. . 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.  . . 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). These visits are essential for team collaboration, strategic planning, and fostering deeper connections across the organization. Travel arrangements will be supported to ensure a seamless experience. . . This position involves extensive communication with clients from diverse backgrounds. Bilingual proficiency in English and Spanish is strongly preferred to support our multilingual client base effectively. . Availability for rotating weekend shifts as well as occasional holidays and overtime shifts required. . ET working hours required (9am-6pm ET). . You Have:  . Education:.  . Bachelor's Degree or higher in Communications, Business Administration, Healthcare Management, Information Technology, or another related field. . Experience: . 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. . Knowledge: . 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. . Skills: . 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. . Attributes: . 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. . Company Location: United States.