Operations Coordinator

Location Anywhere in France, Belgium, Spain

Employment Type Full time

Department Process & Operations

Who we are You. Better. With Alan.

Alan's vision is to make prevention the new norm of care for all. Our mission is to help people live in good health to 100 while helping employers feel proud, turning health benefits from a cost centre into their most valuable investment.

We're building a vertically integrated health partner that seamlessly unites insurance and smart healthcare delivery into one system.

By connecting all aspects of care - private, public, and direct to consumer - we create the most member-centric healthcare experience. Through deep engagement, we empower everyone to overcome day-to-day health obstacles and live healthier lives.

We partner with 35K+ companies of all sizes, serving more than 730K+ members , and have reached €540M+ in ARR.

Our team of 650+ people (still growing) operates across France , Spain , Belgium , and Canada .

How we do it ? People joining Alan 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 :

What drives us — We're obsessed with helping our members live healthier

Mission is the Boss : long-term thinking, seeking our mission success above all else.

Member & customer-led : obsessively focused on solving members & customers problems and creating the most delightful experiences.

How we build excellence — We hire the best people and give them platform to succeed

Champions of excellence : extremely high standards and talent density.

Distributed ownership : accountable enlightened despots, everyone owns their decisions and results.

Radically transparent : all information is accessible and written-first, so everyone can make the best decisions asynchronously

How we grow together — We help each other improve through honest feedback and bold thinking

Optimistic alchemy : optimists who collaborate with genuine care and support teammates.

Empathetic challengers : direct, caring feedback combined with praises to help each other grow professionally

Bold & creative contrarians : think differently to achieve greatness, try new approaches

How we move fast — We fight complexity and focus on what matters most

Disciplined in execution : taking decisive actions with focus that compounds success over time

Fight for simplicity : only high impact processes, smart frugality

️ 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 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