Product Operations · Full-time · Remote (Latin America), with significant overlap with U.S. Eastern Time

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 therapy, occupational therapy, and behavioral health. We don't ask practices to change how they work. We plug into the EHRs, CRMs, and payer portals they already use, and the work comes back done.

About the role 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.

As our Customer Operations Analyst, you'll be the first point of contact for clients once they're live on Solum. You'll handle customer support triage, escalation management, quality assurance, and client onboarding, and turn what you learn into improvements to our platform. You'll join the Product Operations team and report to the Leads of Product Operations.

This is a hands-on role for someone who solves problems end to end, uses AI tools every day, and understands how U.S. healthcare practices and insurance payers operate.

Responsibilities

- Customer support
- Own the client support inbox: review, classify, prioritize, and route every request
- Resolve first-line questions about eligibility results, verification of benefits (VOB), prior authorization status, and platform usage
- Explain in plain English what the payer confirmed, what is uncertain, and what needs follow-up before the visit
- Track every request to resolution and notify clinics proactively about delays or payer outages
- Help build the ticketing process, SLAs, macros, and help-center content

- Escalations and quality assurance
- Investigate issues before escalating to Engineering,



with clear reproduction steps, examples, and client impact
- Resolve escalations such as conflicting payer answers, stalled authorizations, and disputed results
- Call payers and check payer portals when the electronic response isn't enough, and document reference numbers
- Audit AI-generated and team verifications and authorizations against payer information
- Identify root causes: payer issues, client data problems, workflow gaps, or human error

Client onboarding and implementation
- Support new client implementations with the Lead of Product Operations
- Document client SOPs for benefits verification, prior authorizations, scheduling, and exceptions
- Collect and review provider, NPI, location, payer, and credentialing information, and help configure clients in the platform
- Run data quality checks on client files before go-live
- Create client guides, training content, and onboarding checklists

- Platform improvement and reporting
- Turn recurring support and onboarding issues into clear product requests
- Test new features and releases and help prepare release communications
- Use AI tools to automate triage, data cleanup, file preparation, and reporting
- Build reports on support volume, response times, error rates, and top issue categories

Requirements

- 2+ years of experience in customer support, customer operations, implementation, or revenue cycle management (RCM), ideally in healthcare or health tech
- Client-facing experience handling support requests or escalations directly with U.S. practice staff
- Working knowledge of U.S.



healthcare administration: eligibility, verification of benefits, prior authorizations, payers, CPT codes, and NPIs
- Ability to read a 271 eligibility response or payer portal benefits summary and spot what's missing
- Understanding of how errors at verification or authorization lead to claim denials
- Knowledge of HIPAA and careful handling of protected health information (PHI)
- Daily use of AI tools for drafting, summarizing, data analysis, or automation
- Strong analytical skills and comfort with spreadsheets and messy data
- Excellent written and spoken English

Nice to have

- QA or audit experience
- Hands-on experience with U.S. commercial or Medicaid payers

Who thrives here

- You're bothered by an answer that is "probably right"
- You follow issues through to resolution without being asked twice
- You stay calm on a long payer call and clear in a tense client email
- You'd rather tell a client bad news early than good news late

What success looks like

- Month 1: You know our clients, payers, and workflow, and you're triaging and resolving requests on your own
- Month 3: Requests get answered fast, escalations close with clear updates, you're running regular QA, and new clients go live with clean data and a documented SOP
- Beyond: Clients trust our results because of the checks you run

Pay and benefits

- USD payment per month, base depending on experience
- Monthly performance bonus tied to operations KPIs

- Stock options
- 15 days of paid time off per year, plus your birthday off
- 7 paid U.S. holidays

- Health insurance reimbursement

- Gym reimbursement
- Work at the intersection of AI and healthcare
- High ownership and direct impact on clients and the product roadmap
- Growth path into customer success, implementation, or product operations leadership

Job Type: Full-time

Work Location: Remote

📌 Customer Operations Analyst - U.S. Healthcare (Remote) (Colombia)
🏢 Solum Health Technologies
📍 Colombia