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Feather is building digital insurance for expats and international customers, with a focus on modern, flexible health plans and reliable customer support. As Health Claims Lead, you will own end-to-end claims decisions on Feather's health MGA (Managing General Agent) books from day one, including coverage determinations, decline decisions, and settlement amounts within policy terms.
Key responsibilities include:
**Claims Decision-Making**: You will interpret coverage terms, decide on claim declines and settlement amounts, and exercise real authority on goodwill decisions within policy parameters. You will handle complex expat and international health claims involving cross-border invoices, multiple languages, billing conventions, currency considerations, tax implications, and coordination between statutory and private coverage in customers' countries of residence.
**Carrier Relationship Management**: You will own all claims reporting and bordereaux submissions, manage contentious cases and coverage disputes with insurance partners, and maintain audit-ready records to ensure transparency and compliance.
**Service Provider Strategy**: You will evaluate where third-party administrators (TPAs) add value, manage their performance including quality, turnaround times, and commercial terms, and oversee their instructions and execution.
**Operating Model Development**: You will close operational gaps with product and engineering teams across intake, document management, decision support, payout processing, and automation. You will design and implement audit and fraud-check processes, working toward semi-automated monitoring with the data team.
**Team Capability Building**: You will document the claims playbook to reduce single-person dependency, establish processes and decision frameworks, and train future team members as the function scales.
Feather operates as a small, lean team with a remote-first culture across Europe, using an Employer of Record model. The company is known for excellent customer satisfaction (strong Trustpilot and Google reviews) and offers genuine autonomy to take ownership and build systems from scratch rather than inherit finished processes.
**Requirements**:
- Hands-on experience handling health claims across borders or in international contexts
- Familiarity with medical coding and provider billing
- Instinct for automation and AI tooling, with daily practical use
- Comfort making tough daily decisions, including claim declines, while maintaining job satisfaction
- Pragmatic approach to improving unfinished systems while operating them
- Fluent English speaker
**Nice to have**:
- German, Spanish, or French language skills
- Experience with moratorium underwriting
- Medical background or training
- Prior experience in an MGA or delegated authority setup
- Experience managing third-party administrators (TPAs)
