About the role
An automated call platform isn't fully autonomous on day one — and in healthcare, that's a feature, not a gap. A person keeps watch: making sure requests get placed on time, that answers going back to customers are accurate, and that the messy edge cases get handled with judgment. That work is also where the best product ideas come from.
As an Operations Associate you are the hands and eyes of the live system. You will manage the request queue, review calls and answers for quality, step in when a call needs a human, and feed a steady stream of real observations to the engineering team about what to automate next.
What you'll do
- Run the daily call queue — make sure requests are placed, tracked, and returned on time and in order of urgency.
- Review calls and answers for accuracy and completeness before results go back to customers.
- Handle the edge cases the agent escalates, using judgment to get the right outcome for the customer.
- Own quality and turnaround — track the metrics that tell us the operation is healthy, and act when they slip.
- Spot the patterns in what goes wrong and translate them into clear, prioritized feedback for engineering.
- Write the playbooks so the process gets more consistent and more automatable over time.
What we're looking for
- Exceptional organization and follow-through — nothing falls through the cracks on your watch.
- Sharp attention to detail and sound judgment, especially with sensitive healthcare information.
- Clear, calm communication with customers and teammates alike.
- A process mindset: you don't just do the work, you make the work repeatable and better.
- Comfort in a fast-moving startup where the playbook is still being written — often by you.
Nice to have
- Experience in healthcare operations, revenue cycle, medical billing, or a payor/provider setting.
- Background in operations, customer success, or a high-accountability service role.
- Comfort with spreadsheets, dashboards, and light no-code tooling — bonus if you like automating your own work.