Operations Expert

Job description

## **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**](https://alan.com/en/careers). 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 1000+ 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 Experts 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**. *Want to learn more about Ops at Alan? Read* [*how we work and hire*](https://app.notion.com/p/alaninsurance/Product-Ops-builders-and-coordinators-Alan-your-hiring-process-3021426e8be7815cb164d629cfe3b455) *and watch* [*our team in action*](https://www.youtube.com/playlist?list=PL643LyZcrKMDaW7cW0_GytXy5VkaqTOU6) ## 🌍 **For this role, you need to be based in France, Belgium or Spain** 🌍 The Operations Expert 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 Experts 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 Expert 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-B1 [level range](https://alan.com/en/careers/a/salary-equity). Since the scope of our Ops Expert 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 # **🎯 Important note: we hire people, not roles.** If you're excited about this opportunity but don't check every box, we'd love to hear from you. Everyone, no matter how underrepresented, should feel free to apply, as it can only bring learnings or success. If you identify yourself as a woman: Did you know that research shows women often apply only when meeting 100% of requirements? Remember, this is just a guide, not a checklist. We'll be thrilled to receive your application! 🔖 Check out our [About Alan](https://alan.com/about) and [Career](https://alan.com/careers) pages, as well as our [Medium](https://medium.com/alan), [blog](https://blog.alan.com/) and [Glassdoor page](https://www.glassdoor.com/Overview/Working-at-Alan-EI_IE1696043.11,15.htm) for more info. ## **You want to know more about Alan?** - 🙌 [Perks & Benefits](https://alan.com/en/careers/a/salary-equity): Alaners are provided with a stimulating environment and perks ensuring they are happy, efficient and spend only high-quality time with co-workers. - 🤘[A strong culture](https://alan.com/en/about/a/leadership-principles): People joining Alan are often surprised and delighted by our innovative working method. We have a set of cultural values that guide our approach to work #LI-DNP