Admin Support Tier I Associate

About Our Client

Our client is an innovative health plan solution designed for small and midsize businesses, built around an integrated primary care service. This foundational approach ensures members have easy access to high-quality, affordable care, while employers and brokers are equipped with essential tools to manage company benefits confidently.

Operating as a remote-first organization from day one, their team is fully distributed across the U.S. They foster a culture that values curiosity, ownership, and speed, building collaboratively in the open. If you are driven by solving complex, meaningful problems and aspire to reshape healthcare from within, the team encourages you to connect.

About The Role

The client's vision is clear and ambitious: to simplify healthcare. Recognizing the complexities, costs, and frustrations inherent in navigating the U.S. healthcare system, they are crafting a distinctive solution: affordable health plans centered on an integrated care model. This model provides members with unlimited primary care and expert care navigation at no additional cost.

Whether it's a quick prescription refill or guiding through an intricate medical journey, their integrated care model streamlines the process, ensuring timely and appropriate care. For employers and brokers, intuitive tools simplify health benefit management. If you are passionate about resolving challenging issues to improve people's lives, you are invited to join their team.

The organization is seeking an Admin Support Tier I Associate to ensure a seamless experience for brokers and administrators. In this role, you will represent the company, addressing issues, educating partners, and meticulously managing backend operations. The Admin Support team clarifies, unifies, and cares for every interaction, making healthcare easier. Exceptional support transcends problem-solving; it cultivates confidence.

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.
• Resolve complaints or problems, including billing discrepancies and coverage denials.
• Manage and track issue progress, providing regular updates.
• Maintain comprehensive records of client interactions, inquiries, complaints, and resolutions.
• Educate brokers and plan administrators on compliance requirements and contractual obligations.
• Assist brokers and plan administrators in navigating their online portal, accessing digital resources, and resolving administrative, technical, and legal issues.
• Ensure strict compliance with HIPAA policies for customer information protection.
• Route tickets appropriately and collaborate with departments like Claims, Care Teams, and Network Operations to resolve customer issues.
• Achieve or surpass performance metrics, including response time, resolution time, customer satisfaction, and quality standards.
• Offer 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.
• Comfort with remote work and modern web applications.
• Ability to handle stressful situations with patience and resilience.
• Adaptability 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 to any team task and provide support when needed in a small team environment.
• Mission-driven with a desire to improve the healthcare system for individuals and business owners.
• Asks questions with genuine curiosity and humility.
• Assumes positive intent and engages teammates with compassionate candor to solve problems collaboratively.
• Remains flexible, resilient, and promotes continuous learning even during 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 with a culture that encourages usage.
• 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.
• Stipends for home office setup and an ongoing learning budget.
• Direct positive impact on members’ lives, with daily positive feedback.

Key skills/competency

• Admin Support
• Customer Service
• Issue Resolution
• HIPAA Compliance
• Documentation
• Communication Skills
• Time Management
• Organizational Skills
• Modern Web Applications
• Healthcare Navigation