Admin Support Tier I Associate

About Our Client

Our client is a health plan solution built for small and midsize businesses, distinguished by its integrated primary care service. This foundation ensures members easily access high-quality, affordable care, while employers and brokers confidently manage company benefits. Operating remote-first since inception, their fully distributed team spans the U.S. They value curiosity, ownership, and speed, fostering a collaborative environment. If you're passionate about solving complex healthcare problems and want to reshape the industry, they invite you to join their team.

About The Role: Admin Support Tier I Associate

The client's vision is clear: to simplify healthcare. Recognizing the complexities and frustrations of the U.S. healthcare system, they've developed affordable health plans centered around an integrated care model. This model provides members with unlimited primary care and expert navigation at no extra cost, making healthcare effortless, whether for a prescription refill or a complex medical journey. For employers and brokers, intuitive tools streamline benefits management.

The Admin Support Tier I Associate will be crucial in delivering a seamless experience for brokers and admins. You will serve as the voice of the company, resolving issues, educating partners, and ensuring smooth behind-the-scenes operations. The Admin Support team aims to simplify healthcare by bringing clarity, consistency, and care to every interaction, building confidence with every solution.

Key Responsibilities

• Provide accurate assistance for administrative needs of Brokers and Admins via phone and email.
• Assist with the administrative side of onboarding and system needs for new and renewing plans.
• Address and resolve complaints or problems, including billing discrepancies and coverage denials.
• Manage and track issue updates effectively.
• Maintain detailed records of client interactions, inquiries, complaints, and resolutions.
• Educate brokers and plan administrators on compliance requirements and contractual obligations.
• Assist partners with navigating online portals, accessing digital resources, and resolving administrative, technical, and legal issues.
• Ensure strict compliance with HIPAA policies for customer information protection.
• Re-route tickets and collaborate with departments like Claims, Care Teams, and Network Operations for issue resolution.
• Meet or exceed performance metrics such as response time, resolution time, customer satisfaction, and quality standards.
• Provide internal feedback on Product issues to safeguard 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 across all channels (in-person, phone, writing, email, chat).
• Unparalleled attention to detail.
• Willingness to support team work and fill in for colleagues.
• Mission-driven with a desire to improve healthcare.
• Asks questions from genuine curiosity and humility.
• Assumes positive intent and fosters collaborative problem-solving.
• Remains flexible, resilient, and promotes continuous learning.
• Brings a bias for action paired with intelligent risk-taking.
• Follows through on commitments, building 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.
• Flexible vacation policy.
• 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, and life insurance.
• Competitive stock options for all employees.
• Transparent compensation & formal career development programs.
• Paid one-month sabbatical after 5 years.
• Stipends for home office setup and ongoing learning budget.
• Direct positive impact on members’ lives.

Key skills/competency

• Customer Support
• Issue Resolution
• Administrative Assistance
• Record Keeping
• HIPAA Compliance
• Partner Education
• Communication Skills
• Time Management
• Web Applications
• Problem-Solving