Admin Support Tier I Associate
Swooped
Job Overview
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Job Description
About Our Client
Our client is a health plan solution designed for small and midsize businesses, built around an integrated primary care service. This foundation ensures members easily access high-quality, affordable care, while employers and brokers manage company benefits confidently. Our client has been remote-first since day one, with a fully distributed team across the U.S., valuing curiosity, ownership, and speed. If you are energized by solving complex, meaningful problems and want to help reshape healthcare, the team would love to meet you.
About The Role
Our client's vision is to make healthcare easy. Navigating U.S. healthcare is often confusing, costly, and frustrating. That's why the company is building affordable health plans with 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, this model makes getting the right care effortless. For employers and brokers, intuitive tools make managing health benefits seamless. If you love solving hard problems that make people’s lives easier, join the team.
The organization seeks an Admin Support Tier I Associate to deliver a seamless experience for brokers and admins. This role is the voice of the company, resolving issues, educating partners, and ensuring smooth behind-the-scenes operations. The Admin Support team brings clarity, consistency, and care to every interaction, making healthcare easier by creating confidence. If you love solving hard problems that make people’s lives easier, come build with the team.
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.
- Manage and track issue updates on progress.
- Maintain detailed records of client interactions, inquiries, complaints, and resolutions.
- Educate brokers and plan administrators on compliance requirements and contractual obligations.
- 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.
- Mission-driven; a desire to make the healthcare system work better.
- 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 continuous learning even in 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
- Administrative Support
- Customer Service
- Issue Resolution
- Communication Skills
- Time Management
- Organizational Skills
- HIPAA Compliance
- Problem Solving
- Remote Work Proficiency
- Health Insurance Knowledge
How to Get Hired at Swooped
- Research Our Client's mission: Study their integrated primary care model, values, and remote-first culture to align your application.
- Tailor your resume strategically: Highlight administrative support experience, customer service achievements, and any health insurance or HIPAA compliance background.
- Showcase remote work readiness: Emphasize your proficiency with modern web applications, strong organizational skills, and ability to thrive in a distributed team environment.
- Prepare for communication assessment: Practice articulating solutions clearly and empathetically, demonstrating your capacity to educate partners and resolve complaints effectively.
- Demonstrate problem-solving and resilience: Be ready to share examples of how you've handled stressful situations, adapted to change, and consistently followed through on commitments.
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