Operations Coordinator

Who we are

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 32,000+ companies of all sizes, serving more than 700K members, and have reached €500M+ in ARR.

Our team of 600 people (still growing) operates across France, Spain, Belgium, and Canada.

How we do it?

About

People joining Alan are often 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: We have a mission-first focus with long-term thinking, where all employees act as owners seeking the company's success above all else.
• Member & Customer-led: We are obsessively focused on solving customer problems and creating delightful experiences while building trust.
• Excellence like Athletes: We maintain high standards and talent density, using the Keeper Test to ensure exceptional performance.
• Enlightened Despots: We combine distributed ownership with accountability, empowering decision-makers while maintaining responsibility.
• Radically Transparent: We make information accessible and written-first, promoting async communication while protecting sensitive data.
• Kind, Methodic Optimists: We collaborate genuinely without ego, support teammates, and maintain positive intent while assuming the best.
• Empathetic Challengers: We give direct feedback with empathy, praise strengths, and focus on growth through candid communication.
• Bold & Creative Contrarians: We think differently to achieve greatness, challenge expertise with first principles, and embrace calculated risks.
• Disciplined Executors: We focus on making good decisions quickly, maintain accountability, and break down problems into manageable pieces.
• Fight for Simplicity: We eliminate unnecessary processes, stay concise and articulate, and maintain smart frugality while solving problems pragmatically.

Operations at Alan

The 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 and diversify our offering with health and well-being related services in 4 different countries (France, Belgium, Spain, and Canada), our operations are increasingly complex and our challenges ahead have never been as 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 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 Spain.

The 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 - that's why we call them Ops Runners internally.
• Ensure the day-to-day follow up and monitoring of our operations.
• Flag risks and opportunities.

In Details, Your Missions Are

• Operating 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 providers.
• Supervising partnerships (e.g., teleconsultation, claim operators), 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.

Next 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 our external communication, auditing our processes, automating some process steps using automation tools, …

️ Our Run organisation ️

Responsibilities

Our 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 a therapy session with psychologists. You maintain smooth relationships with our psychologists, ensure therapy demand matches the supply and contribute to several steps of their lifecycle at Alan (hiring, onboarding, invoicing, supporting booking management etc).

Claims: We provide a best-in-class claims experience, including our own optic care service. You treat claims and assist in decisions regarding our coverage. Additionally, you monitor the performance of external service providers to meet SLAs & perform quality controls. You ensure glasses get delivered on time, member satisfaction is high, our frame collection is attractive, collaboration with opticians is smooth and efficient, …

Fraud: We run checks on claims submitted by our members, and build new ways of preventing fraud attempts. You investigate suspicious claims, prevent fraudulent payments or recover when we paid fraudulent claims.

Set up: We provide best-in-class experience to our Customers: a smooth on/offboarding of their employees and a seamless invoicing or billing. 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: We look for profiles able to embrace any challenge and jump in any pool! Depending on Alan needs (and personal interests), an Operations Coordinator will join in a pool and can change and explore new scopes after some time. 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:

• Operated processes and services especially for companies during the scale-up stage or in industrial/logistic industries.
• Worked in Support functions (Customer Support, People Operations etc).
• Had a Customer facing Commercial experience, e.g., account manager or Customer Success Communications, such as Social Media, Internal/ External Communications.
• Handled event coordination.

️ Skills ️

• Passionate about delivering & optimizing top-notch operations: not scared to get your hands dirty to get into technical processes, making them clear and delightful for our operators and members.
• A keen problem-solver and challenger with a dig deep mindset: what drives you is member and customer satisfaction!
• Highly organised with exceptional follow-up skills, with strong attention to details.
• Strong and structured in written and verbal communication in English as well as in French (level C1 and above), with a high empathy.
• Able to work and learn independently in a fast-paced environment.
• Adaptable: you show flexibility and a strong ability to adapt to variable situations.
• It’s even better if you have:
• Experience in the insurance or the healthcare industry.
• Some analytics skills, to be able to dive into our data.

Perks & Benefits

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% for you and your children, 90-100% for partners depending on your country (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.
• Personal growth through coaching: At Alan, coaching isn't just a perk -it's core to who we are. Every Alaner is paired with a dedicated coach from day one, who helps maximize their impact, nurture engagement, and navigate Alan's values to develop their full potential.
• Parental leave. Extended parental leave for all new parents, for permanent contracts only.

Important 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, no matter how underrepresented, should feel free to apply as it can only bring learnings or success.

If you identify yourself as a woman: Did you know that research shows women often apply only when meeting 100% of requirements?

Remember, this is just a guide, not a checklist.

We'll be thrilled to receive your application!

Check out our About Alan and Career pages, as well as our Medium, blog and Glassdoor page for more info.