Operations Coordinator

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 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 Alan 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 Alan 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 !
• Analytics skills, to be able to dive into our data
• 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 or Dutch
• 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