Operations Coordinator

Benefits

Additional Information

Health can't wait . Not for symptoms to get worse. Not for a six‑month appointment. Not for a system to catch up. But that's exactly how healthcare works today. You wait, until you can't. Alan exists to end the wait. Health is a universal right, and we believe this right can only become real when it's coupled with prevention. We need to stop treating health as something we repair and start treating it as something we build, every day. It's not solely a question of willpower. It's the healthcare system itself that needs to work for everyone, in a sustainable way. So we are building the new standard in prevention insurance. Alan is the first company that integrates insurance, prevention, and care into a single, acclaimed user experience. We are on an incredible journey to build a global leading company, with a unique culture . We already partner with 40K+ companies of all sizes, serving more than 1M+ members, and have reached €800M+ in ARR. Prevention as the new norm. That's what we're building with our team of 800+ people. If it speaks to you: we're hiring across France, Spain, Belgium, and Canada. And beyond. ⭐️ Operations at Alan The Operations Community's core responsibilities is to deliver at scale our insurance and health services : we build our platform and operational capabilities and run our processes to guarantee delight and efficiency. As we anchor our Insurance position, diversify our offering with health and well-being related services in 4 different countries (France, Belgium, Spain and Canada), our operations are increasingly complex and our challenges ahead have never been as exciting! Being an Ops at Alan means joining a team of 50+ talented, committed and passionate Ops across our countries , with a lot of interactions with Engineering, Product, Care and many other teams at Alan. We have a mix of Builder profiles, focused on (re)designing and implementing our processes and Operations Coordinators who deliver those on a daily basis while improving them . We want team members to deliver excellence to our companies and members and be ready to disrupt (and not only upgrade) the way we traditionally think about insurance or healthcare services . 🌍 For this role, you need to be based in France, Belgium or Spain 🌍 The Operations Coordinator works on a specific subset of services we deliver (eg. claim reimbursement, fraud, clinic to name a few) . Their core responsibilities (+- 70/80% of the time) are to: Run our Insurance or Health services processes - that's why we call them Ops Runners internally 😉 Ensure the day-to-day follow up and monitoring of our operations Flag risks and opportunities In details, your missions are: Operating our processes: performing tasks like invoicing or claims treatment, growing and managing our network of providers, supporting internal teams (live and through documentation) Contributing to the definition & owning the best monitoring scheme to track volumes/efficiency/SLAs, and identify risks and areas of improvement, internally or with our service providers Supervising partnerships (e.g. teleconsultation, claim operators) , participating in the negotiation rounds, daily communication to ensure business continuity Performing controls on our daily operations to make sure the correct decisions were made and to identify training needs (internally as well as externally) Escalating feedback, helping to prioritise and supporting initiatives to make our processes and services more delightful and efficient Next to running and monitoring our operations, you implement continuous improvements to our processes (+-20/30% of the time) . This can be in a variety of ways, e.g. working with product teams to automate certain processes, enhancing our external communication, auditing our processes, automating some process steps using automation tools, ... ⭐️ Our Run organisation ⭐️ Our Operations Coordinators or Ops Runners are organized in pools (3-7 runners) who are collectively responsible for running their scope. Examples of topics are: Alan therapy: members can book a therapy session with psychologists. You maintain smooth relationships with our psychologists, ensure therapy demand matches the supply and contribute to several steps of their lifecycle at Alan (hiring, onboarding, invoicing, supporting booking management etc). Claims: We provide a best-in-class claims experience, including our own optic care service. You treat claims and assist in decisions regarding our coverage. Additionally, you monitor the performance of external service providers to meet SLAs & perform quality controls. You ensure glasses get delivered on time, member satisfaction is high, our frame collection is attractive, collaboration with opticians is smooth and efficient, .... Fraud: We run checks on claims submitted by our members, and build new ways of preventing fraud attempts. You investigate suspicious claims, prevent fraudulent payments or recover when we paid fraudulent claims. Set up: We