Operations Coordinator

Beschreibung:

🐼 Who we are

(COMPANY NAME) envisions a world where anyone holds the power to actively influence their physical and mental health. We strive every day for a healthier humanity, starting with healthier people and healthier businesses.

(COMPANY NAME) simplifies access to care, and empowers everyone to be healthier, physically and mentally, thanks to preventive care, health and insurance all in one experience. From prevention to extra-fast reimbursement of health care, and overcome together, as easily as possible, health related issues. We go the extra-mile for our members, becoming a resource for them, and obsessively creating solutions to help them in their day-to-day obstacles with a caring, tailored, personalized approach. They are never alone with (COMPANY NAME).

We partner with 30,000+ companies, with 650K+ members, and cumulate EUR450m+ and growing ARR.

The team is 600+ people, and we operate in France 🇫🇷, Spain 🇪🇸, Belgium 🇧🇪, and Canada 🇨🇦.

🤘 How we do it ?

People joining (COMPANY NAME) are always surprised and delighted by our innovative working method. We have a set of cultural values that guide our approach to work, such as:
* Members first. We put our members first, our team second, our shareholders third.
* Radical Transparency. We make all choices in writing and adopt a direct and honest style of communication.
* Personal & Team Growth. We are self-improving whilst helping others grow. We're no ego-doers and we all edit the company.
* Distributed Ownership. We trust our colleagues to make the right choices. We are not afraid to fail fast individually to learn collectively in the long run.
* Fearless ambition. We shoot for the moon and work backwards. We focus on solving complex problems with simple principles far from ready made ideas. We embrace AI to increase our productivity and be at the forefront of technological changes.

⭐️ Operations at (COMPANY NAME)

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 (COMPANY NAME) 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 (COMPANY NAME).
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:
(COMPANY NAME) 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 (COMPANY NAME) (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 provide best-in-class experience to our Customers : a smooth on/offboarding of their employees and a seamless invoicing or billing. To do so, we continuously control & improve the quality of our processes : ensuring we have consistent information for invoicing, unlocking employee invite/removals in case of issue and supporting admin in case of payment issue or bankruptcy.
Note: We look for profiles able to embrace any challenge and jump in any pool ! Depending on (COMPANY NAME) needs (and personal interests), an Operations Coordinator will join in a pool and can change and explore new scopes after some time. Do not hesitate to ask more concrete examples to the Operations Team Members you'll meet during the process so they can share about their own scope.

⭐️ Experience ⭐️

For this opportunity, we are aiming to hire within the A2-B level range.
Since the scope of our Ops Runner role is extremely varied, we are open to candidates from different backgrounds : you could be a good fit for the Operations team at (COMPANY NAME) if, for example, you:
* Operated processes and services especially for companies during the scale up stage or in industrial/logistic industries
* Worked in Support functions (Customer Support, People Operations etc)
* Had a Customer facing Commercial experience, e.g. account manager or Customer Success Communications, such as Social Media, Internal/ External Communications
* Handled event coordination

⭐️ Skills ⭐️

* Passionate about delivering & optimizing top notch operations: not scared to get your hands dirty to get into technical processes, making them clear and delightful for our operators and members
* A keen problem-solver and challenger with a dig deep mindset: what drives you is member and customer satisfaction !
* Highly organised with exceptional follow-up skills, with strong attention to details
* Strong and structured in written and verbal communication in English as well as in French and/or Dutch (level C1 and above), with a high empathy
* Able to work and learn independently in a fast-paced environment
* Adaptable: you show flexibility and a strong ability to adapt to variable situations
* It's even better if you have:
* Experience in the insurance or the healthcare industry
* Some analytics skills, to be able to dive into our data

🙌 Perks & Benefits

At (COMPANY NAME), we believe that being in good health is a basic need, and it starts with our employees. This is why Alaners are provided with a stimulating environment and perks ensuring they are happy, efficient and spend only high-quality time with co-workers.

Therefore, we offer:
* Fair rewards. Generous equity packages complement your base salary, for permanent contracts only.
* Flexible Office. Amazing office space at our HQ, sponsored co-working hubs or a full-remote experience with home office equipment sponsorship, we want you to live where you're the happiest.
* All the tools you need. Top of the range equipment: Macbook Pro, keyboard, laptop stand, monitor, and Bose noise-canceling headphones.
* Flexible vacation policy and flexible working hours. Organize your time as you wish.
* Delightful healthcare insurance. Extremely comprehensive health insurance - 100% of the contribution covered by (COMPANY NAME) for you and your family, for permanent contracts only.
* Transport. Country-specific commuter benefits.
* Learning & Training opportunities. A highly flexible Training policy free books and budget to attend and speak at conferences if the opportunity arises.
* Parental leave. Extended parental leave for all new parents, for permanent contracts only.

Important note: we hire people not roles.

After reading this job description, if you feel like you don't have all the necessary prerequisites but that it matches where you are now or what you'd like to grow into in your next position, we encourage you to apply!
Not everybody will enter our recruitment process, but all, no matter how underrepresented, should feel free to apply as it can only bring learnings or success.

🔖 Check out our About (COMPANY NAME) and Career pages, as well as our Medium, blog and Glassdoor page for more info