Ops runner
Anywhere in France, Belgium, Spain
Process & Operations – Ops /
Permanent Employment Contract /
Hybrid
🐼 Who we are
Alan envisions a world where anyone holds the power to actively influence their physical and mental health. We strive every day for a healthier humanity, starting with healthier people and healthier businesses.
Alan simplifies access to care, and empowers everyone to be healthier, physically and mentally, thanks to preventive care, health and insurance all in one experience. From prevention to extra-fast reimbursement of health care, and overcome together, as easily as possible, health related issues. We go the extra-mile for our members, becoming a resource for them, and obsessively creating solutions to help them in their day-to-day obstacles with a caring, tailored, personalized approach. They are never alone with Alan.
We partner with 25,000 companies, with 500K members, and cumulate €350m+ and growing ARR. We operate in France 🇫🇷, Spain 🇪🇸 and Belgium 🇧🇪. The team is 580+ people, all over Europe.
🤘 How we do it ?
People 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:
- Members first. We put our members first, our team second, our shareholders third.
- Radical Transparency. We make all choices in writing and adopt a direct and honest style of communication.
- Personal & Team Growth. We are self-improving whilst helping others grow. We’re no ego-doers and we all edit the company.
- Distributed Ownership. We trust our colleagues to make the right choices. We are not afraid to fail fast individually to learn collectively in the long run.
- Fearless ambition. We shoot for the moon and work backwards. We focus on solving complex problems with simple principles far from ready made ideas. We embrace AI to increase our productivity and be at the forefront of technological changes.
⭐️ Operations at Alan ⭐️
The Operations Community’s core responsibilities is to deliver at scale our insurance and health services : we build and strengthen our platform and operational capabilities to guarantee delight, handle fast growth, cost optimisation and product diversification.
As we anchor our Insurance position in France, diversify our offering with health and well-being related services and expand into an international platform, our operations are becoming very complex and our challenges ahead have never been as exciting!
Being an Ops at Alan means joining a team of 35+ talented, committed and passionate Ops from three different 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 Runner profiles 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 .
⭐️ Mission ⭐️
🌍 For this role, you need to be based in France, Belgium or Spain 🌍
The Operations Runner will work on a specific subset of services we deliver (eg. claim reimbursement, fraud, clinic to name a few) .
Their core responsibilities are to:
(i) run our processes (related to Insurance or health services)
(ii) ensure the day-to-day follow up and monitoring of our operations
(iii) identify risk and implement improvement plans
In details, your missions are:
* Operating our processes: performing tasks, growing and managing our network of providers (eg. insurance claim management operators, doctors, etc.), 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 providers
* Supporting forecasts definition, assessing the impact of the evolution of our portfolio (eg. operators’ team sizing assessment, etc.), product changes and efficiency improvements on our tools and processes
* Supervising partnerships (e.g. teleconsultation), participating in the negotiation rounds, daily communication to ensure business continuity
* Performing controls on our daily operations to make sure the correct decisions were made and to identify training needs (internally as well as externally)
* Escalating feedback, helping to prioritise and supporting initiatives to make our processes and services more delightful and efficient
* Implementing continuous improvement of our processes.
Your Ops career at Alan is likely to include a lot of variety as we encourage our team to rotate projects on a regular basis.
For this reason, here is a non-exhaustive list of topics you could help us with:
Les lunettes alan: members can order glasses in Alan's app and have them on their nose 4 days later. We need you to make sure glasses get delivered on time, member satisfaction is high, frame collection is attractive, collaboration with opticians is smooth and efficient.
Alan therapy: our members can choose and book a therapy session with psychologists from the Alan app. We need you to maintain smooth relationships with the team of psychologists, ensure therapy demand matches the medical supply and contribute to several steps of their lifecycle at Alan (hiring, onboarding, invoicing, supporting booking management etc).
Alan Health Partner: With our mission to become a true Health Partner, we support HR Leaders and admins of our platform to organise workshops and wellbeing assessments (primarily aimed at managers) to boost the mental health wellbeing of their team.
Claims: We provide a best-in-class claims experience for members by overseeing and optimizing the health claims management operations. Leveraging our expertise, we treat case claims and assist in decisions regarding our coverage, ensuring comprehensive support for our members. Additionally, we monitor the performance of external service providers to meet SLAs, performing quality controls, identifying efficiency initiatives, and sharing operational insights.
Fraud: We run checks on claims submitted by our members, and build new ways of preventing fraud attempt. We continuously try to find the right balance between making rigorous checks, and limiting their impact on our member's experience. We leverage empirical knowledge and build innovative solutions, relying on algorithms and machine learning for instance, to fight fraud.
Set up: We provide best in class experience to our platform’s admins : a smooth on/offboarding of their employees and a seamless processing of their payments. To do so, we continuously control & improve the quality of our processes : ensuring we have consistent information for invoicing, unlocking employee invite/removals in case of issue and supporting admin in case of payment issue or bankruptcy.
Note: As described above, the details of the tasks may vary depending on the processes you are assigned to, which may vary after a certain period of time. As are hiring People not roles, so the process is designed to evaluate your ability to join the Ops Community as a whole. Do not hesitate to ask more concrete examples to the Operations Team Members you’ll meet during the process so they can share about their own scope.
Experience
For this opportunity, we are aiming to hire within the A2-B level range.
Since the scope of our Ops Runner role is extremely varied, we are open to candidates from different backgrounds.
You could be a good fit for the Operations team at Alan if, for example, you have one of the following recent experiences:
- Operated processes and services especially for companies during the scale up stage or industrial industries
- Worked in Support functions (Customer Support, People Operations etc)
- Customer facing Commercial experience, especially Renewals or Customer Success Communications, such as Social Media or Internal/ External Communications
Skills
- Passionate about delivering & optimising top notch operations: not scared to get your hands dirty to dig into technical processes, making them clear and delightful for our operators and members
- A keen problem-solver and challenger with a strong attention to details
- Strong in written and verbal communication in English as well as in French and/or Dutch (level C1 and above), with a high empathy
- Able to work and learn independently in a fast-paced environment
- Highly organised with exceptional follow-up skills
- Adaptable: you show flexibility and a strong ability to adapt to variable situations
- Experience in the insurance or the healthcare industry
- Some analytics skills, to be able to dive into our data
It’s even better if you have:
At Alan, we believe that being in good health is a basic need, and it starts with our employees. This is why Alaners are provided with a stimulating environment and perks ensuring they are happy, efficient and spend only high-quality time with co-workers.
Therefore, we offer:
- Fair rewards. Generous equity packages complement your base salary, for permanent contracts only.
- Flexible Office. Amazing office space at our HQ, sponsored co-working hubs or a full-remote experience with home office equipment sponsorship, we want you to live where you’re the happiest.
- All the tools you need. Top of the range equipment: Macbook Pro, keyboard, laptop stand, monitor, and Bose noise-canceling headphones.
- Flexible vacation policy and flexible working hours. Organize your time as you wish.
- Delightful healthcare insurance. Extremely comprehensive health insurance - 100% of the contribution covered by Alan for you and your family, for permanent contracts only.
- Transport. Country-specific commuter benefits.
- Learning & Training opportunities. A highly flexible Training policy free books and budget to attend and speak at conferences if the opportunity arises.
- Parental leave. Extended parental leave for all new parents, for permanent contracts only.
Important note: we hire people not roles.
After reading this job description, if you feel like you don’t have all the necessary prerequisites but that it matches where you are now or what you'd like to grow into in your next position, we encourage you to apply!
Not everybody will enter our recruitment process, but all, no matter how underrepresented, should feel free to apply as it can only bring learnings or success.
🔖 Check out our About Alan and Career pages, as well as our Medium, blog and Glassdoor page for more info.
