A clinic doesn't care whether a benefits check was run by a person or a model. It cares that the answer is correct, that it arrived before the patient walked in, and that someone picks up when a payer says something that doesn't add up.

That someone is you.

About Solum
Solum builds AI that takes the administrative work off healthcare practices. We run eligibility checks, verification of benefits, and prior authorizations for U.S. outpatient practices, with a strong focus on ABA, speech, occupational therapy, and behavioral health. We plug into the EHRs, CRMs, and payer portals practices already use, and the work comes back done.

The role
As Customer Operations Analyst, you're the first point of contact for our clients once they're live on Solum. You'll own support triage, run escalations to the end, QA what we deliver, help onboard new clients, and turn what you learn from customers into improvements to the platform. You'll sit on the Product Operations team and report to the Leads of Product Operations.

This is a full-time remote role open to candidates anywhere in Latin America,



with significant overlap with U.S. Eastern Time business hours.

This isn't a clock-in, clock-out job. We're early, and you'll help shape how our operations run.

What you'll do

Customer support triage
• Own the client support inbox: classify, prioritize, and route every request
• Resolve first-line questions on eligibility, benefits, prior auth status, and platform usage, explaining in plain English what the payer confirmed and what still needs follow-up
• Keep clinics informed. If a result will be late or a payer is down, tell them before they ask
• Help build our ticketing process, SLAs, macros, and help-center content

Escalations and QA
• Investigate before you escalate. Hand Engineering clear reproduction steps, examples, and client impact
• Run escalations to resolution: conflicting payer answers, stalled authorizations, disputed results. Call payers or check portals when the e

📌 Customer Operations Analyst (Colombia)
🏢 Solum Health (YC 22)
📍 Colombia