Admin Support Tier I Associate

About Our Client

Our client is a health plan solution built for small and midsize businesses, centered around an integrated primary care service. This foundation ensures members easily access high-quality, affordable care, while employers and brokers confidently manage company benefits.

Operating as a remote-first company with a fully distributed team across the U.S., our client values curiosity, ownership, and speed, building in the open and collaboratively. If you are driven by solving complex, meaningful problems and aspire to reshape healthcare, the team encourages you to apply.

About The Role of Admin Support Tier I Associate

The vision is clear: make healthcare easy. Recognizing the confusion, cost, and frustration often associated with navigating U.S. healthcare, the company is developing a distinct solution: affordable health plans built on an integrated care model. This model connects members with unlimited primary care and expert care navigation, all at no extra cost.

Whether it’s a quick prescription refill or guidance through an intricate medical journey, this integrated care model simplifies access to the right care at the optimal time. For employers and brokers, intuitive tools are provided to streamline health benefits management. If you are passionate about solving challenging problems to improve lives, consider building with this team.

The organization seeks an Admin Support Tier I Associate to ensure a seamless experience for brokers and administrators. In this pivotal role, you will represent the company, resolving issues, educating partners, and meticulously managing backend operations. The Admin Support team is dedicated to simplifying healthcare through clarity, consistency, and compassionate service, fostering confidence in every interaction.

Key Responsibilities

• Provide accurate administrative assistance to Brokers and Admins via phone and email.
• Support the administrative aspects of onboarding and system requirements for new and renewing plans.
• Address and resolve complaints such as billing discrepancies and coverage denials.
• Manage and track issue progress, providing timely updates.
• Maintain comprehensive records of client interactions, inquiries, complaints, and resolutions.
• Educate brokers and plan administrators on compliance and contractual obligations.
• Assist partners with navigating online portals, accessing digital resources, and resolving administrative, technical, and legal issues.
• Ensure strict adherence to HIPAA policies for customer information protection.
• Route tickets appropriately and collaborate with internal departments like Claims, Care Teams, and Network Operations to resolve customer issues.
• Meet or exceed performance metrics including response time, resolution time, customer satisfaction, and quality standards.
• Provide internal feedback on Product issues to safeguard the user experience.

Required Qualifications

• 2+ years of experience in support-adjacent work areas.
• Strong time management and organizational skills.
• Comfortable with remote work environments and modern web applications.
• Ability to handle stressful situations with patience and resilience.
• Adaptable to evolving policies, procedures, and technology.
• Outstanding communication skills across all channels: in-person, phone, written, email, and chat.
• Unparalleled attention to detail.
• Willingness to contribute across team tasks, providing support when needed.
• Mission-driven with a desire to improve healthcare for people and businesses.
• Approaches questions with genuine curiosity and humility.
• Assumes positive intent and engages in compassionate candor to solve problems collaboratively.
• Maintains flexibility, resilience, and fosters continuous learning amidst challenges.
• Exhibits a bias for action combined with intelligent risk-taking.
• Consistently follows through on commitments and builds trust with colleagues.

Preferred Qualifications

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

Benefits

• Remote company with a fully distributed team – no return-to-office mandates.
• Flexible vacation policy and a culture that encourages 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, as well as life insurance.
• Competitive stock options offered to all employees.
• Transparent compensation & formal career development programs.
• Paid one-month sabbatical after 5 years of service.
• Stipends for home office setup and an ongoing learning budget.
• Direct positive impact on members’ lives, with daily positive feedback.

Key skills/competency

• Customer Support
• Administrative Assistance
• Issue Resolution
• Healthcare Navigation
• HIPAA Compliance
• Communication Skills
• Time Management
• Organizational Skills
• Problem-Solving
• Remote Work