Operations Coordinator - Belgian Market

The Operations Coordinator works on a specific subset of services we deliver (eg. 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 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.

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

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. Learn more about our coaching culture.

Parental leave. Extended parental leave for all new parents, for permanent contracts only.

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.

Please note that we don't sponsor Visas for the operations coordinator role.