Sana

• Facilitate smooth customer transitions from the Implementation team and inspire confidence in our product and service to meet/exceed customer needs. • Be the relationship lead and strategic contact for our customers and their brokers, presenting plan data, organizing Quarterly Business Reviews (QBR), and owning the annual renewal process end-to-end. • Serve as a partner and consultant to our brokers and their clients, providing strategic advice on benefits and Sana plans to meet client needs. • Proactively manage potential escalations with the leadership team and generally be the voice of the customer and broker with internal teams. • Be a knowledge partner, researching, documenting, and educating others on updates related to internal processes, external policies, and best practices. • Lead initiatives to improve team processes and customer strategies. • Partner with Sales to expand and retain brokerage relationships • Collaborate cross-functionally, regularly providing feedback and recommendations to enhance the customer and broker experience. • Be a thought partner, working with our product team to help create a product that can deliver the best customer experience at scale.

• Develop a business plan for the member and provider experience that anticipates future growth and technological shifts. • Implement tools and processes to handle thousands of multi-channel tickets (chat, voice, email) per week. • Lead the strategy for integrating AI-driven support tools to automate routine workflows, improve self-service, and enhance "high-touch" human interactions. • Manage escalation processes and collaborate cross-functionally to address the root causes of member and provider issues. • Grow a team of incredible Customer Support Managers, Member Advocates, and a Workforce Management (WFM) Analyst. • Ensure the team meets OKRs, SLAs, and KPIs, including CSAT, chat first response time, and call answer rates. • Unlock support interaction data to provide actionable insights for Product, Sales, and Operations teams. • Lead efforts in quality management, workforce forecasting, and training to ensure a consistent "white-glove" experience.

• Champion Sana's payer-side clinical strategy, ensuring that coverage policies, utilization decisions, and pharmacy guidelines are rooted in evidence-based practice and translate into seamless, high-quality care for every member • Build and lead a small clinician-led payer team responsible for in-house complex case management, utilization management, and high-cost claimant review • Drive strategy and implementation of cost containment initiatives, including clinical partnership management, tooling, and benefit design • Set and evolve evidence-based coverage guidelines, benefit design, and formulary policy aligned with high-value outcomes • Support the Operations team and our PBM partner to drive evidence-based programs to bend the pharmacy cost curve without degrading adherence, and limiting member friction • Partner with Underwriting to assess clinical risk in quoting and pricing both prospective and renewing employer groups • Work with Analytics to support medical economics, population health initiatives, and actionable insights for employer groups • Work with Network Operations, Care Navigation, Sana's virtual care clinic, and Case Management to prioritize future contracting based on real gaps in care for Sana members • Serve as a primary clinical voice in the design of Sana's internal payer tools, coverage engines, UM workflows, and cost-transparency experiences • Evolve case management KPIs and build program reporting structures to measure clinical efficacy and member outcomes

• Provide accurate assistance to support the administrative needs of Brokers and Admins across phone and email. • Assist with the administrative side of onboarding and system needs for new and renewing Sana plans. • Address and resolve complaints or problems, such as billing discrepancies and coverage denials. • Issue management and tracking updates on progress • Excellent note taking and organization - Maintain detailed records of client interactions, inquiries, complaints, and resolutions. • Educate brokers and plan administrators on compliance requirements and contractual obligations of the plan sponsor • Assist brokers and plan administrators with navigating their online portal, accessing digital resources, and resolving administrative, technical, and legal issues. • Ensure compliance with HIPAA policies regarding the protection of customer information. • Re-route tickets accordingly and collaborate with departments like Claims, Care Teams, and Network Operations to resolve customer issues. • Meet or exceed performance metrics such as response time, resolution time, customer satisfaction scores, and quality standards. • Provide internal feedback on Product issues and safeguard the user experience.

• Serve as Sana’s go-to marketing writer, with a strong point of view on voice, clarity, and effectiveness • Write persuasive, conversion-oriented copy and develop brand-forward storytelling content (e.g., broker-focused outreach, LinkedIn outreach, landing pages, emails, case studies, pitch decks, etc.) • Own the day-to-day execution of Sana’s social and digital presence, from ideation to delivery of engaging social content • Coordinate and support virtual and in-person events and webinars in partnership with Sales by owning email campaigns, collaborating on content, and supporting logistics • Stay curious and accountable by running tests to optimize campaigns and tracking and reporting on performance results • Drive cross-functional execution with a strong “ship it” mindset, serving as a key stakeholder who coordinates content and asset creation end-to-end across stakeholders, designers, Sales, and external partners • Partner marketing, healthcare, or compliance related marketing is a plus!

• Champion Sana's payer-side clinical strategy, ensuring that coverage policies, utilization decisions, and pharmacy guidelines are rooted in evidence-based practice and translate into seamless, high-quality care for every member • Build and lead a small clinician-led payer team responsible for in-house complex case management, high-cost claimant review, utilization management, and medical necessity review • Drive strategy and implementation of cost containment initiatives, including clinical partnership management, tooling, and benefit design • Set and evolve evidence-based coverage guidelines, benefit design, and formulary policy aligned with high-value outcomes • Support the Operations team and our PBM partner to drive evidence-based programs to bend the pharmacy cost curve without degrading adherence, and limiting member friction • Partner with Underwriting to assess clinical risk in quoting and pricing both prospective and renewing employer groups • Work with Analytics to support medical economics, population health initiatives, and actionable insights for employer groups • Work with Network Operations, Care Navigation, Sana's virtual care clinic, and Case Management to prioritize future contracting based on real gaps in care for Sana members • Serve as a primary clinical voice in the design of Sana's internal payer tools, coverage engines, UM workflows, and cost-transparency experiences • Evolve case management KPIs and build program reporting structures to measure clinical efficacy and member outcomes

• Lead IT Support for a remotely distributed workforce through implementing ITSM best practices • Fully manage the installation, configuration, and maintenance of physical and virtual assets and serve as the go-to IT resource for company employees • Manage onboarding and off-boarding processes of employees, including computer/hardware procurement, setup, and account provisioning on Apple and Windows Devices. • Create accurate and clear technical, security, and HIPAA-related documentation, develop support playbooks and process governance, own data flow maps and systems inventory • Build and maintain vendor relationships, including tracking vendors, contract terms, security requirements, Business Associate Agreements (BAAs) maintenance, and policies • Oversee and manage the organization's security strategy and initiatives to protect its assets, employees, and stakeholders and ensure compliance with industry standards and regulations • Conduct regular risk assessments to identify potential security and HIPAA vulnerabilities, develop mitigation plans, and lead the response to security incidents, coordinating efforts to minimize impact and recover from breaches • Develop and test business continuity and disaster recovery plans • Own and support the IT, security, and data infrastructure required to maintain HIPAA compliance across the organization as required under HIPAA Security and Privacy Rules • Partner with Legal, People, Operations, and Engineering to ensure appropriate safeguards are in place for the protection of PHI and other sensitive data • Support internal and external audits, security questionnaires, and customer due diligence related to HIPAA and data protection practices • Develop and deliver employee security and HIPAA awareness training in partnership with People Ops and Legal • Assist in investigation and response to potential security or privacy incidents involving PHI, including documentation and remediation tracking • Continuously improve controls and processes to strengthen Sana’s security posture and ensure ongoing HIPAA compliance as the organization scales

• Own Sana’s clinical strategy as a payer, defining how clinical standards, coverage policies, utilization decisions, and pharmacy strategy translate into high-quality, cost-effective care • Build and lead a small clinician-led payer team responsible for in-house complex case management, high-cost claimant review, utilization management, and medical necessity review • Drive strategy and implementation of cost containment initiatives, including clinical partnership management, tooling, and benefit design • Partner closely with the operations team and our PBM partner to design evidence-based cost containment programs to bend the pharmacy cost curve without degrading outcomes or adherence, and limiting member friction • Partner with Underwriting to assess clinical risk in quoting and pricing both prospective and renewing employer groups • Set and evolve evidence-based coverage guidelines, benefit design, and formulary policy aligned with high-value outcomes • Work with Analytics to support medical economics, population health initiatives, and actionable insights for employer groups • Work with Network Operations, Care Navigation, Sana’s virtual care clinic, and Case Management to prioritize future contracting based on real gaps in care for Sana members • Serve as a primary clinical voice in the design of Sana’s internal payer tools, coverage engines, UM workflows, and cost-transparency experiences • Evolve case management KPIs and build cost containment program reporting structures to measure efficacy and ROI