Operations Coordinator

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
950K+ members
, and have reached
680M+
in ARR.

Our team of
700+ people
(still growing) operates across
France , Spain , Belgium , and Canada .
How we do it ?

About
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
Responsibilities
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 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 Coordinator 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-B level range.

Since the scope of our Ops Runner 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
• 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 (level C1 and above), with a high empathy
• 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

• Some analytics skills, to be able to dive into our data

Perks & Benefits

At Alan, we believe that
being in good health is a basic need
, and it starts with our employees. This is why Alaners are provided with a stimulating environment and perks ensuring they are
happy, efficient and spend only high-quality time
with co-workers.

Therefore, we offer:

• Fair rewards
  . Generous equity packages complement your base salary, for permanent contracts only.
• Flexible Office
  . Amazing office space at our HQ, sponsored co-working hubs or a full-remote experience with home office equipment sponsorship, we want you to live where you're the happiest.
• All the tools you need
  . Top of the range equipment: Macbook Pro, keyboard, laptop stand, monitor, and Bose noise-canceling headphones.
• Flexible vacation policy and flexible working hours
  . Organize your time as you wish.
• Delightful healthcare insurance:
  Extremely comprehensive health insurance - 100% for you and your children, 90-100% for partners depending on your country (permanent contracts only).
• Transport
  . Country-specific commuter benefits.
• Learning & Training opportunities
  . A highly flexible Training policy free books and budget to attend and speak at conferences if the opportunity arises.
• Personal growth through coaching
  : At Alan, coaching isn't just a perk -
  it's core to who we are. Every Alaner is paired with a dedicated coach from day one, who helps maximize their impact, nurture engagement, and navigate Alan's values to develop their full potential.
  Learn more about our coaching culture
  .
• Parental leave
  . Extended parental leave for all new parents, for permanent contracts only.

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 and Career pages, as well as our Medium, blog and Glassdoor page for more info.