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Alan is a prevention-focused health insurance company serving 1M+ members across France, Spain, Belgium, and Canada, with €800M+ ARR. The company integrates insurance, prevention, and care into a unified platform, operating with 800+ employees.
The Operations Coordinator role is part of Alan's 50+ person Operations community, which delivers insurance and health services at scale across four countries. This is an individual contributor position focused on running day-to-day operations for specific service areas (claims reimbursement, fraud prevention, therapy services, customer setup/billing, etc.).
Core responsibilities (70-80% of time):
- Execute operational processes: invoicing, claims treatment, provider network management, internal team support
- Monitor operations daily: track volumes, efficiency metrics, SLAs; flag risks and improvement opportunities
- Manage partnerships: supervise external providers (teleconsultation, claims operators), participate in negotiations, ensure business continuity
- Perform quality controls on daily operations to verify correct decisions and identify training needs
- Escalate feedback and support process improvement initiatives
Continuous improvement work (20-30% of time):
- Collaborate with product teams on process automation
- Enhance external communications
- Audit processes and identify automation opportunities using available tools
Operations Coordinators are organized in small pools (3-7 people) collectively responsible for specific scopes. Examples include: Alan Therapy (managing psychologist relationships, demand/supply matching, lifecycle support), Claims (processing claims, monitoring external providers, quality control), Fraud (investigating suspicious claims, preventing fraudulent payments), and Setup (customer onboarding/offboarding, billing, payment issues).
The role requires flexibility to embrace different challenges and potentially rotate across pools based on company needs and personal interests. Successful candidates will work cross-functionally with Engineering, Product, Care, and other teams.
