Client Operations Analyst
The Client Operations Analyst at Confidential Client serves as a key liaison between the company and its customers, providing exceptional support through phone and email interactions. This entry-level role involves troubleshooting client issues, managing escalations, collaborating with cross-functional teams, and contributing to process improvements to ensure high-quality customer service in a remote work environment focused on healthcare software solutions.
About Careertakes
👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, Customer Services.
Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.
About the Role
Confidential Client is hiring an entry-level Client Operations Analyst to provide outstanding client support for healthcare technology products. This remote role focuses on phone and email-based client interactions, ticket triage and escalation, documentation, and cross-functional collaboration. This position requires Eastern Time (ET) working hours and candidates must be located in one of the approved U.S. states listed below.
Responsibilities
- Conduct client support calls and respond to client/member inquiries via email with professionalism and empathy.
- Act as first-level support: troubleshoot issues, resolve routine requests, and escalate complex tickets to the appropriate teams.
- Manage assigned queues (including manual queues) to ensure timely follow-up and SLA compliance.
- Learn and master the client-facing products to recognize correct escalation paths and routing.
- Follow Standard Operating Procedures (SOPs) while using creative problem-solving when required.
- Collaborate with Product Development, Sales, and Customer Success to address client needs and improve offerings.
- Create and update documentation, training materials, and SOPs to improve team efficiency and knowledge sharing.
- Analyze reporting and data to identify trends and suggest process improvements.
- Participate in hiring and talent activities as needed (screening, interviews, mentorship) and support team culture initiatives.
- Be available for rotating weekend shifts, occasional holidays, on-call during peak periods, and occasional travel for in-person collaboration (approx. twice per year).
What You’ll Bring
- Bachelor’s degree in Communications, Business Administration, Healthcare Management, IT, or a related discipline.
- Prior internship or project experience in healthcare, technology, or client services is a plus but not required.
- Proficiency in Microsoft Office (Excel required); SQL and CRM familiarity are a plus.
- Strong analytical skills with the ability to interpret data and draw actionable insights.
- Exceptional verbal and written communication and interpersonal skills.
- Excellent problem-solving, organization, and time-management skills.
- Comfortable learning new systems and working in a fast-paced, remote-first environment.
- Willingness to obtain Lean Six Sigma Yellow Belt certification within 90 days if not already certified.
Employment Details
- Employment type: Full time (Contractor option as applicable)
- Schedule: ET working hours required (9:00 AM–6:00 PM ET)
- Location: Remote (U.S. only)
- Candidate location requirement: Must reside in one of the following states — NY, NJ, FL, GA, PA, CT, IL, MD, TN, NC, MI, TX.
- Time zone requirement: Must be located in the Eastern or Central U.S. time zone.
- Authorization: Candidates must be authorized to work in the U.S.; the Confidential Client cannot sponsor visas.
Compensation & Benefits
- Base pay: $50,000 - $55,000 per year (guideline; final compensation varies by location, experience, and skills)
- Equity when applicable, plus variable/incentive compensation
- One-time home office stipend
- Health, vision, and dental coverage (employee + dependents as eligible)
- Monthly wellness stipend and internet stipend
- 401(k) with company match (immediately vested)
- Employee assistance program, disability and life insurance, parental leave
- Paid time off: 15 discretionary PTO days (based on years of service) + 9 paid holidays
- Referral bonuses, discretionary bonuses, and professional development opportunities
Additional Notes
- This is a remote-first role, but periodic in-person attendance at headquarters (approximately twice per year) may be required. Travel arrangements are supported.
- Must be available for rotating weekend shifts, occasional holidays, and on-call support during high-volume periods.
- Candidates must reside in the United States and in one of the approved states listed above.
- Confidential Client is an equal opportunity employer and makes hiring decisions based on qualifications and business needs. Employment is at-will.
Equal Opportunity & Hiring Transparency
Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.
If you have questions about how your data is used, please contact us directly.
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