Operations Coordinator

You. Better. With Alan. Alan's vision is to make prevention the new norm of care for all.Our mission is to help people live in good health to 100 while helping employers feel proud, turning health benefits from a cost centre into their most valuable investment.We're building a vertically integrated health partner that seamlessly unites insurance and smart healthcare delivery into one system. By connecting all aspects of care - private, public, and direct to consumer - we create the most member-centric healthcare experience. Through deep engagement, we empower everyone to overcome day-to-day health obstacles and live healthier lives.We partner with 35K+ companies of all sizes, serving more than 730K+ members, and have reached €540M+ in ARR. Our team of 650+ people (still growing) operates across France, Spain, Belgium, and Canada.About AlanPeople joining Alan are always surprised and delighted by our innovative working method. We have a set of cultural values that guide our approach to work, such as:Mission is the Boss: long-term thinking, seeking our mission success above all else.Member & customer-led: obsessively focused on solving members & customers problems and creating the most delightful experiences.How we build excellence — We hire the best people and give them platform to succeedChampions of excellence: extremely high standards and talent density.Distributed ownership: accountable enlightened despots, everyone owns their decisions and results.Radically transparent: all information is accessible and written-first, so everyone can make the best decisions asynchronously.How we grow together — We help each other improve through honest feedback and bold thinkingOptimistic alchemy: optimists who collaborate with genuine care and support teammates.Empathetic challengers: direct, caring feedback combined with praises to help each other grow professionallyBold & creative contrarians: think differently to achieve greatness, try new approaches.How we move fast — We fight complexity and focus on what matters mostDisciplined in execution: taking decisive actions with focus that compounds success over timeFight for simplicity: only high impact processes, smart frugalityOperations at AlanThe Operations Community’s core responsibilities are to deliver at scale our insurance and health services: we build our platform and operational capabilities and run our processes to guarantee delight and efficiency.As we anchor our Insurance position, diversify our offering with health and well-being related services in 4 countries (France, Belgium, Spain and Canada), our operations are increasingly complex and the challenges ahead are exciting.Being an Ops at Alan means joining a team of 50+ talented, committed and passionate Ops across our countries, with a lot of interactions with Engineering, Product, Care and many other teams at Alan.We have a mix of Builder profiles, focused on (re)designing and implementing our processes and Operations Coordinators who deliver those on a daily basis while improving them. We want team members to deliver excellence to our companies and members and be ready to disrupt (and not only upgrade) the way we traditionally think about insurance or healthcare services.For this role, you need to be based in France, Belgium or SpainThe Operations Coordinator works on a specific subset of services we deliver (e.g. claim reimbursement, fraud, clinic to name a few). Their core responsibilities (+- 70/80% of the time) are to:Run our Insurance or Health services processes - we call them Ops Runners internallyEnsure the day-to-day follow up and monitoring of our operationsFlag risks and opportunitiesIn Details, Your Missions AreOperating our processes: performing tasks like invoicing or claims treatment, growing and managing our network of providers, supporting internal teams (live and through documentation)Contributing to the definition & owning the best monitoring scheme to track volumes/efficiency/SLAs, and identify risks and areas of improvement, internally or with our service providersSupervising partnerships (e.g. teleconsultation, claim operators), participating in negotiation rounds, daily communication to ensure business continuityPerforming controls on our daily operations to ensure correct decisions and identify training needsEscalating feedback, helping to prioritise and supporting initiatives to make our processes and services more delightful and efficientNext to running and monitoring our operations, you implement continuous improvements to our processes (+-20/30% of the time). This can be in a variety of ways, e.g. working with product teams to automate certain processes, enhancing external communication, auditing processes, automating steps using automation tools.Our Run organisationResponsibilitiesOur Operations Coordinators or Ops Runners are organized in pools (3-7 runners) who are collectively responsible for running their scope. Examples of topics are:Alan therapy: members can book therapy sessions with psychologists, maintain relationships with psychologists, ensure demand matches supply and contribute to lifecycle steps (hiring, onboarding, invoicing, booking management, etc).Claims: best-in-class claims experience including optic care service; treat claims and assist in decisions regarding coverage; monitor external providers to meet SLAs and perform quality controls; ensure glasses delivered on time, high member satisfaction, attractive frame collection, smooth collaboration with opticians.Fraud: run checks on claims, investigate suspicious claims, prevent fraudulent payments or recover if paid fraudulently.Set up: smooth onboarding/offboarding and invoicing; control and improve process quality, ensuring consistent invoicing data, manage employee invites/removals, support admin in payment issues.Note: We look for profiles able to embrace any challenge and jump in any pool. Depending on Alan needs, an Operations Coordinator will join a pool and can change scopes over time. Ask team members for concrete examples during interviews.ExperienceWe aim to hire within the A2-B level range. We welcome candidates from different backgrounds:Operated processes and services for companies during scale-up or industrial/logistic sectorsWorked in Support functions (Customer Support, People Operations etc)Customer-facing Commercial experience (e.g. account manager or Customer Success Communications)Handled event coordinationSkillsPassionate about delivering and optimizing top-notch operations; comfortable with hands-on process workProblem-solver with a deep-dive mindset focused on member and customer satisfactionHighly organized with strong attention to detailStrong written and verbal communication in English and French (C1+), with high empathyIndependent in a fast-paced environmentAdaptable and flexibleNice to have: experience in insurance or healthcare, analytics skills to dive into dataPerks & BenefitsFair rewards with generous equity for permanent contractsFlexible office options and remote work with equipment sponsorshipTop-of-the-line tools and equipmentFlexible vacation policy and working hoursHealthcare insurance (100% for you and children, 90-100% for partners depending on country)Country-specific commuter benefitsLearning & Training opportunities with flexible policiesCoaching from day one to develop potentialParental leave for permanent contractsImportant note: We hire people, not roles. If you're excited about this opportunity but don't check every box, we'd love to hear from you. Everyone should feel free to apply; it can bring learnings or success. If you identify as a woman, note that women often apply only when meeting all requirements. This is a guide, not a checklist. We’ll be thrilled to receive your applicationCheck out our About Alan and Career pages, as well as our Medium, blog and Glassdoor pages for more info.Location note: Toulouse, Occitanie, France #J-18808-Ljbffr