Location: Remote, USA
About Soda Health
Soda Health is a healthcare technology company focused on building solutions which eliminate health inequities and create a healthier America. We provide a technology platform to administer benefits personalized to individual needs, delivered more cost-effectively. Our expertise in healthcare, retail and consumer experience provides us with the foundation for creating easy-to-use solutions with an experience which moves beyond transactional relationships to sustained engagement and overall health improvement. That is a win for everyone.
The Job at a Glance
Reporting to the Director of Customer Care, you'll be the face of Soda Health for many facets of the Care space across a B2B2C model. We provide care to members of health plans, while also engaging with those health plans who are our clients. Your key role will be acting as a liaison between a variety of external Care functions to include outsourced contact center teams as well as those belonging to our health plan and other benefit plan sponsors. During your normal day, engagement and collaboration with several internal cross-functional teams can be expected. These teams include Operations, Implementation, Finance, Product, Strategy/Solution Development, Marketing, Engineering, and Account Management, among others.
What You'll Do
Working within an organization created at the intersection of health care, retail and financial technology, no two days will look the same. Typical responsibilities of the role include:
- Acting as a Business Process Outsourcing (BPO) lead, managing the day-to-day operations and metrics of relevant third-party service providers.
- Establishing and maintaining healthy relationships with leadership and frontline teams to allow for Soda Health culture to abundantly flow through every member interaction
- Educating all necessary parties on Care happenings and sharing pertinent datapoints and information as needed to provide transparent insights on the state of Care; this includes being highly visible as you engage external clients and internal leadership/teams who all have a vested interest in the Customer Success journey
- Immersing yourself into the business to be a product expert and be fully knowledgeable of all internal processes and system integrations.
- Taking a subject matter expert (SME) approach to growth and learning as new products and programs are introduced and rolled out
- Managing a knowledge base which can be used for internal member support and external self-service.
- Making updates and changes in real-time to ensure that all parties have accurate information at their fingertips
- Taking proactive measures to stay ahead of trending issues, working closely with several internal teams to resolve technical and/or operational issues and guide evolution of Soda Health products.
- Managing escalations as they occur and helping prioritize the more pressing concerns as needed
- Being readily available to assist with any member related escalated support tickets, working within Soda Health to ensure SLAs are being met and support tickets are being resolved in a timely and accurate manner.
- Making necessary updates and changes to information and systems as needed based on escalation outcomes
- Assisting in developing performance management KPIs, monitoring operational reporting, and championing continuous improvement.
- Hosting consistent and meaningful sessions with key points of contact to continue relationship building and provide necessary business insights and guidance as needed
- Helping to select and implement appropriate support channels based on client needs.
- Determining best paths forward for new channel requests and other preferential asks that coincide with the Care offering
About You
While every candidate brings a unique resume and perspective, an ideal candidate will include:
- Someone who brings expertise and authenticity to the table with a willingness to share and collaborate with others who will rely upon your knowledge and input, while also using data as needed to make informed decisions and possessing an ability to make solid judgment calls and be decisive as needed based on business needs
- A hands-on builder who is results-oriented, can embrace ambiguity and thrive in a fast-paced environment where delivery failures could threaten the viability of the business; experience in a startup or standing up new operations from scratch within an existing business is strongly preferred.
- At least 3 years of Customer Service management experience, including staffing decisions (quality management; performance reviews; hiring; firing), and an excellent understanding of processes and technology engaged for customer support. As needed, you will directly serve members; a past work history in a hands-on customer service role is a must. Experience in Salesforce, Jira, contact center training, telephony/IVR, and healthcare/CMS regulated programs (e.g. Medicare Advantage, Medicaid) is a plus.
- Effective and efficient organization and planning skills with the proven ability to manage complex multi-workstream projects or multiple concurrent client engagements, while delegating and overseeing the work where appropriate.
- Impactful and professional written and verbal communication skills; ability to set clear project team direction and communicate effectively with various stakeholder groups (e.g. call center support agents, other product owners, client leadership).
- A clear passion for, if not experience in, addressing health inequities and the mission and vision for Soda Health.
- Commitment to building a psychologically safe environment and diverse culture that is highly collaborative, strives to set and achieve goals together, and embraces transparency, innovation, and accountability.
- A willingness to assist and learn from others, being a generally strong team member who is teachable, coachable and can coach upwards as well.
- Bachelor's degree or similar experience strongly preferred.
Other Requirements
- Occasional travel may be required from time to time as part of the role, for company events and business needs.
- Soda Health is a remote-first, distributed workforce. Candidates should be comfortable with, and equipped to work within, a distributed remote team, including having reliable internet access and basic home office equipment. Soda Health will provide a work laptop, and mouse/keyboard upon request.
- Legal authorization to work in the US is required. At this time, Soda Health will not consider candidates who need sponsorship, now or in the future.
- All offers for employment are contingent upon successful completion of a background check.
What We Offer
- Competitive base salary ranging from $144,900 to $155,250, discretionary bonus, and equity; depending on experience/qualifications
- Benefits
- Medical, Dental, and Vision insurance with 90% paid employer premium contributions for all tiers
- 100% Employer Paid Short-Term & Long-Term Disability
- 100% Employer Paid Basic Life Insurance Policy
- Employee Assistance Program (EAP)
- 401(k) Program
- Unlimited PTO
- Paid holidays
- Parental Leave
- Flexible work schedule within core hours
- Work anywhere in the USA as we are a fully distributed team from coast to coast
Soda Health Inc. is an equal opportunity employer, Minority/Female/Disability/Veteran/LGBTQIA+ – proudly embracing diversity in all its manifestations. Applicants requiring reasonable accommodation for the application and/or interview process should notify a representative of the People Operations Team via Careers@sodahealth.com.
Soda Health participates in E-Verify, the federal program for electronic verification of employment eligibility.
To all recruitment agencies: Soda Health does not accept agency resumes, please do not forward them to any Soda Health employees.