Sana’s mission is clear and ambitious: to make healthcare simple.

Navigating the U.S. healthcare system is often confusing, expensive, and overwhelming — a reality our members know all too well. That’s why we’re creating something better: affordable health plans built around Sana Care, our integrated care model that gives members unlimited primary care and expert care navigation at no extra cost.

From quick prescription refills to support through complex medical situations, Sana Care makes it easy to get the right care when it’s needed. And for employers and brokers, we offer intuitive tools that make managing health benefits just as smooth.

If you enjoy tackling tough challenges that make life easier for others, come build with us.

We are seeking an Admin Support Tier I Associate to help deliver a seamless experience for brokers and administrators. You will represent Sana, resolve issues, educate partners, and make sure everything behind the scenes runs flawlessly. Our Admin Support team helps simplify healthcare by bringing clarity, consistency, and care to every interaction. We believe great support is more than solving problems — it’s about inspiring confidence.

If solving hard problems that improve people’s lives motivates you, we want you on our team.

What you will do:
• Provide accurate support for the administrative needs of brokers and plan admins via phone and email.
• Assist with onboarding tasks and system requirements for new and renewing Sana plans.
• Handle and resolve issues such as billing errors and coverage denials.
• Manage issues and provide updates on progress.
• Take excellent notes and stay organized — keep thorough records of interactions, questions, complaints, and resolutions.
• Educate brokers and plan administrators about compliance responsibilities and plan sponsor obligations.
• Help brokers and administrators navigate their online portals, access digital tools, and resolve administrative, technical, or legal issues.
• Ensure adherence to HIPAA guidelines to protect customer information.
• Route tickets to the appropriate teams and collaborate with groups such as Claims, Care Teams, and Network Operations to resolve issues.
• Meet or surpass performance goals including response time, resolution time, satisfaction scores, and quality standards.
• Provide internal feedback on product issues and advocate for a great user experience.

About you:
• 2+ years of experience in support-related roles.
• Strong time management and organizational abilities.
• Experience in health insurance or a related field is preferred.
• Comfortable working remotely and using modern web tools.
• Bilingual in Spanish and English is a plus.
• Able to remain calm and patient under stress.
• Adaptable to evolving policies, processes, and technology.
• Excellent communication skills across all formats.
• Exceptional attention to detail — you enjoy digging into the details to get things right.
• Willing to jump in wherever needed to support the team.
• Motivated by a mission to improve the healthcare system for individuals and businesses.
• Curious, humble, and eager to ask thoughtful questions.
• Assume positive intent and communicate with compassion and honesty to solve problems together.
• Flexible, resilient, and committed to continuous learning, even during challenging times.
• Take action with thoughtful risk-taking.
• Follow through on commitments and build trust with teammates.

Benefits:
• Fully remote company — no office return requirements.
• Flexible vacation policy with a culture that encourages taking time off.
• Medical, dental, and vision insurance with full employer-paid coverage for employees.
• 401(k), FSA, and HSA options.
• Paid parental leave.
• Short- and long-term disability and life insurance.
• Competitive stock options for all employees.
• Transparent pay and structured career development programs.
• One-month paid sabbatical after five years.
• Stipends for home office setup and ongoing learning.
• Meaningful impact on members’ lives — the positive feedback says it all.

$26.44 per hour

The target hourly wage for this fully remote U.S. position is $26.44. Final offers depend on experience and expertise and may differ from the listed rate.

About Sana
Founded in 2017, Sana provides health plan solutions for small and midsize businesses, built around our integrated primary care service, Sana Care. It’s the core of everything we create: making it simple for members to access high-quality, affordable care while giving employers and brokers the tools they need to manage benefits with confidence.

We’ve been remote-first from the start, with team members across the U.S. We value curiosity, ownership, and speed — and we build openly, as a team. If you’re driven to solve meaningful, complex problems and want to help transform healthcare from the inside out, we’d love to meet you.