Admin Support Tier I Associate

About Our Client

Our client is a health plan solution built for small and midsize businesses, designed around an integrated primary care service. This foundation ensures members can easily access high-quality, affordable care, while employers and brokers have the necessary tools to manage company benefits with confidence.

Our client has been remote-first since day one, with a fully distributed team across the U.S. The company values curiosity, ownership, and speed, building in the open and together. If you are energized by solving complex, meaningful problems and want to help reshape how healthcare works from the inside out, the team would love to meet you.

About The Role

Our client's vision is simple yet bold: make healthcare easy. Navigating healthcare in the U.S. is notoriously confusing, costly, and frustrating. That’s why the company is building something different: affordable health plans designed around an integrated care model connecting members with unlimited primary care and expert care navigation at no additional cost.

Whether it’s a quick prescription refill or guidance through a complex medical journey, the integrated care model makes it feel effortless to get the right care at the right time. For employers and brokers, intuitive tools have been built to make managing health benefits just as seamless.

If you love solving hard problems that make people’s lives easier, come build with the team. The organization is looking for an Admin Support Tier I Associate to help deliver a seamless experience for brokers and admins. This role will be the voice of the company, resolving issues, educating partners, and ensuring every detail behind the scenes runs smoothly. The Admin Support team makes healthcare easier by bringing clarity, consistency, and care to every interaction. Great support isn’t just about solving problems — it’s about creating confidence.

Key Responsibilities

• Provide accurate assistance to support the administrative needs of Brokers and Admins across phone and email.
• Assist with the administrative side of onboarding and system needs for new and renewing plans.
• Address and resolve complaints or problems, such as billing discrepancies and coverage denials.
• Issue management and tracking updates on progress.
• Maintain detailed records of client interactions, inquiries, complaints, and resolutions.
• Educate brokers and plan administrators on compliance requirements and contractual obligations of the plan sponsor.
• Assist brokers and plan administrators with navigating their online portal, accessing digital resources, and resolving administrative, technical, and legal issues.
• Ensure compliance with HIPAA policies regarding the protection of customer information.
• Re-route tickets accordingly and collaborate with departments like Claims, Care Teams, and Network Operations to resolve customer issues.
• Meet or exceed performance metrics such as response time, resolution time, customer satisfaction scores, and quality standards.
• Provide internal feedback on Product issues and safeguard the user experience.

Required Qualifications

• 2 years+ of experience in work areas adjacent to support.
• Strong time management and organizational skills.
• Comfortable with remote work and modern web applications.
• Ability to handle stressful situations with patience and resilience.
• Adaptable to changing policies, procedures, and technology.
• Outstanding communication skills in-person, over the phone, in writing, via email, and chat.
• Unparalleled attention to detail.
• Willingness to jump into any of the team’s work and support. The team is small and sometimes when a few members are out, everyone needs to help fill in for each other.
• Mission-driven. A desire to make the healthcare system work better for people and business owners.
• Asks questions from a place of genuine curiosity and humility.
• Assumes positive intent and meets teammates with compassionate candor to solve problems together.
• Remains flexible, resilient, and fosters a culture of continuous learning even in the face of hardship.
• Brings a bias for action paired with intelligent risk-taking.
• Follows through on commitments and fosters trust with colleagues.

Preferred Qualifications

• Experience in health insurance or a related field is preferred.
• Bilingual in Spanish and English is a plus.

Benefits

• Remote company with a fully distributed team – no return-to-office mandates.
• Flexible vacation policy (and a culture of using it).
• Medical, dental, and vision insurance with 100% company-paid employee coverage.
• 401(k), FSA, and HSA plans.
• Paid parental leave.
• Short and long-term disability, as well as life insurance.
• Competitive stock options are offered to all employees.
• Transparent compensation & formal career development programs.
• Paid one-month sabbatical after 5 years.
• Stipends for setting up a home office and an ongoing learning budget.
• Direct positive impact on members’ lives – positive feedback members share every day.

Key skills/competency

• Customer Support
• Administrative Assistance
• Issue Resolution
• HIPAA Compliance
• Communication Skills
• Time Management
• Organizational Skills
• Health Insurance
• Remote Work
• Problem Solving