Admin Support Tier I Associate

About Our Client

Our client is a pioneering health plan solution designed for small and midsize businesses, deeply rooted in an integrated primary care service model. This innovative approach ensures members can easily access high-quality, affordable care, while empowering employers and brokers with intuitive tools to confidently manage company benefits. Operating remotely since inception, their fully distributed team spans across the U.S., fostering a culture that values curiosity, ownership, and speed. If you are passionate about tackling complex, impactful challenges and aspire to reshape the healthcare landscape, this team welcomes you.

About The Role

The client's vision is ambitious yet straightforward: to simplify healthcare. Recognizing the prevalent confusion, cost, and frustration associated with navigating U.S. healthcare, they are actively building a distinctive solution: affordable health plans centered around an integrated care model. This model connects members with unlimited primary care and expert care navigation at no extra cost, making it effortless to receive appropriate care, whether for a quick prescription refill or guidance through intricate medical journeys. For employers and brokers, they've developed seamless tools to manage health benefits efficiently.

As an Admin Support Tier I Associate, you will be instrumental in delivering a smooth experience for brokers and administrators. You'll serve as the company's voice, adeptly resolving issues, educating partners, and ensuring all backend operations run flawlessly. The Admin Support team is dedicated to simplifying healthcare through clarity, consistency, and compassionate care in every interaction, understanding that excellent support builds confidence. If you thrive on solving challenging problems that enhance people's lives, you are encouraged to join this team.

Key Responsibilities

• Provide precise administrative support to Brokers and Admins via phone and email.
• Assist with the administrative aspects of onboarding and system requirements for new and renewing plans.
• Address and resolve complaints or problems, including billing discrepancies and coverage denials.
• Manage and track issue progress, providing regular updates.
• Maintain thorough records of client interactions, inquiries, complaints, and resolutions.
• Educate brokers and plan administrators on compliance requirements and contractual obligations.
• Guide brokers and plan administrators through their online portal, digital resources, and assist with administrative, technical, and legal issues.
• Ensure strict adherence to HIPAA policies for customer information protection.
• Route tickets appropriately and collaborate with departments such as Claims, Care Teams, and Network Operations to resolve customer issues.
• Consistently meet or surpass performance metrics including response time, resolution time, customer satisfaction scores, and quality standards.
• Offer internal feedback on Product issues to safeguard and enhance the user experience.

Required Qualifications

• 2+ years of experience in support-adjacent work areas.
• Strong time management and organizational skills.
• Comfort with remote work environments and modern web applications.
• Ability to handle stressful situations with patience and resilience.
• Adaptable to evolving policies, procedures, and technology.
• Exceptional communication skills across all mediums: in-person, phone, written, email, and chat.
• Unwavering attention to detail.
• Willingness to actively contribute to any team tasks and provide support, especially given the small team size where cross-coverage is essential.
• Mission-driven with a desire to improve the healthcare system for individuals and business owners.
• Approaches questions with genuine curiosity and humility.
• Assumes positive intent and engages teammates with compassionate candor to collaboratively solve problems.
• Demonstrates flexibility, resilience, and fosters continuous learning, even amidst challenges.
• Exhibits a bias for action combined with intelligent risk-taking.
• Consistently follows through on commitments, building trust with colleagues.

Preferred Qualifications

• Experience in health insurance or a related field.
• Bilingual proficiency in Spanish and English.

Benefits

• Remote company with a fully distributed team; no return-to-office mandates.
• Flexible vacation policy, promoting its use.
• 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, plus life insurance.
• Competitive stock options offered to all employees.
• Transparent compensation and formal career development programs.
• Paid one-month sabbatical after 5 years of service.
• Stipends for home office setup and an ongoing learning budget.
• Opportunity for direct positive impact on members’ lives, with daily positive feedback.

Key skills/competency

• Customer Support
• Administrative Assistance
• Healthcare Administration
• Issue Resolution
• HIPAA Compliance
• Communication Skills
• Remote Work
• Problem Solving
• Time Management
• Client Education