Ops runner Anywhere in France, Belgium, Spain Process & Operations – Ops /Permanent Employment Contract /Hybrid Apply for this job Who we are Alan envisions a world where anyone holds the power to actively influence their physical and mental health. We strive every day for a healthier humanity, starting with healthier people and healthier businesses. Alan simplifies access to care, and empowers everyone to be healthier, physically and mentally, thanks to preventive care, health and insurance all in one experience. From prevention to extra-fast reimbursement of health care, and overcome together, as easily as possible, health related issues. We go the extra-mile for our members, becoming a resource for them, and obsessively creating solutions to help them in their day-to-day obstacles with a caring, tailored, personalized approach. They are never alone with Alan. We partner with 25,000 companies, with 500K members, and cumulate €350m+ and growing ARR. We operate in France, Spain and Belgium. The team is 580+ people, all over Europe. 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: - Members first. We put our members first, our team second, our shareholders third. - Radical Transparency. We make all choices in writing and adopt a direct and honest style of communication. - Personal & Team Growth. We are self-improving whilst helping others grow. We’re no ego-doers and we all edit the company. - Distributed Ownership. We trust our colleagues to make the right choices. We are not afraid to fail fast individually to learn collectively in the long run. - Fearless ambition. We shoot for the moon and work backwards. We focus on solving complex problems with simple principles far from ready made ideas. We embrace AI to increase our productivity and be at the forefront of technological changes. Operations at Alan The Operations Community’s core responsibilities is to deliver at scale our insurance and health services : we build and strengthen our platform and operational capabilities to guarantee delight, handle fast growth, cost optimisation and product diversification. As we anchor our Insurance position in France, diversify our offering with health and well-being related services and expand into an international platform, our operations are becoming very complex and our challenges ahead have never been as exciting! Being an Ops at Alan means joining a team of 35+ talented, committed and passionate Ops from three different 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 Runner profiles 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. Mission For this role, you need to be based in France, Belgium or Spain The Operations Runner will work on a specific subset of services we deliver (eg. claim reimbursement, fraud, clinic to name a few). Their core responsibilities are to: (i) run our processes (related to Insurance or health services) (ii) ensure the day-to-day follow up and monitoring of our operations (iii) identify risk and implement improvement plans In details, your missions are: * Operating our processes: performing tasks, growing and managing our network of providers (eg. insurance claim management operators, doctors, etc.), 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 * Supporting forecasts definition, assessing the impact of the evolution of our portfolio (eg. operators’ team sizing assessment, etc.), product changes and efficiency improvements on our tools and processes * Supervising partnerships (e.g. teleconsultation), 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 * Implementing continuous improvement of our processes. Your Ops career at Alan is likely to include a lot of variety as we encourage our team to rotate projects on a regular basis. For this reason, here is a non-exhaustive list of topics you could help us with: Les lunettes alan: members can order glasses in Alan's app and have them on their nose 4 days later. We need you to make sure glasses get delivered on time, member satisfaction is high, frame collection is attractive, collaboration with opticians is smooth and efficient. Alan therapy: our members can choose and book a therapy session with psychologists from the Alan app. We need you to maintain smooth relationships with the team of psychologists, ensure therapy demand matches the medical supply and contribute to several steps of their lifecycle at Alan (hiring, onboarding, invoicing, supporting booking management etc). Alan Health Partner: With our mission to become a true Health Partner, we support HR Leaders and admins of our platform to organise workshops and wellbeing assessments (primarily aimed at managers) to boost the mental health wellbeing of their team. Claims: We provide a best-in-class claims experience for our members by overseeing and optimizing the health claims management operations. Leveraging our expertise, we treat case claims and assist in decisions regarding our coverage, ensuring comprehensive support for our members. Additionally, we monitor the performance of external service providers to meet SLAs, performing quality controls, identifying efficiency initiatives, and sharing operational insights. Fraud: We run checks on claims submitted by our members, and build new ways of preventing fraud attempt. We continuously try to find the right balance between making rigorous checks, and limiting their impact on our member's experience. We leverage empirical knowledge and build innovative solutions, relying on algorithms and machine learning for instance, to fight fraud. Set up: We provide best in...
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