Care Operations Associate

About Us

At 3Y Health, we are building AI-driven software to empower healthcare providers and solve the overwhelming administrative complexity that consumes 40% of the industry's revenue. Our end-to-end platform unlocks opportunities for clinician entrepreneurs, enabling medical professionals to launch, run, and grow private practices. By supporting these independent practices with the latest AI and automation, we're helping providers reclaim their time, build thriving businesses, and deliver better outcomes for their communities. 3Y Health is backed by over $200M from top-tier investors including Founders Fund, General Catalyst, Softbank, and 8VC.

About the Role

The Care Operations Associate is a key front-line role ensuring smooth day-to-day support for our partners, providers, and client families. You'll manage inbound tickets and communications across multiple channels, working within defined SLAs to resolve issues quickly and effectively. This includes troubleshooting platform questions, addressing care operations inquiries, and managing inbound phone/text communications via Dialpad. You'll collaborate closely with cross-functional teams to escalate issues when needed, keep stakeholders updated, and ensure every interaction is handled with clarity, professionalism, and urgency.

In this role, success means being highly responsive, detail-oriented, and able to balance multiple priorities without letting service quality slip. You'll play a critical part in maintaining trust and ensuring a seamless experience for the people who rely on us for care.

What You'll Do

This role's responsibilities include, but are not limited to:

• Managing inbound tickets from partners, providers, and clients within established SLAs.
• Troubleshooting platform issues and providing clear, actionable resolutions.
• Responding to care operations questions with accuracy, empathy, and professionalism.
• Handling inbound communications (calls and texts) through Dialpad, ensuring timely responses and proper documentation.
• Escalating complex issues to the appropriate internal teams while maintaining accountability for resolution.
• Keeping stakeholders updated with consistent, clear communication on ticket or issue status.
• Tracking, documenting, and closing out cases accurately in the system to maintain operational transparency.
• Identifying recurring issues or pain points and flagging them for process improvements.
Upholding compliance and confidentiality standards when handling partner, provider, or client information.

What We're Looking For

Must-Haves

• 2–5 years of experience in customer support, account management, or operations.
• Excellent analytical and problem-solving skills.
• A fast learner: ability to think independently and adjust to changing tasks.
• Strong written and verbal communication skills.
• Ability to speak off script and consistently maintain a positive and friendly attitude.
• Detail-oriented with excellent organizational skills, ability to meet strict deadlines.
• Tech-savvy, comfortable learning and using platforms such as Rippling, Appsmith, and other internal tools.
• Skilled in Microsoft Office and/or Google Workspace.
• Ability to work Monday through Friday 9AM to 5PM EST.