Hi, we’re Gravie, and we are building the health plan of the future. For the past few decades, the health insurance industry has evolved to serve the needs of employers, insurance companies, brokers, and (sometimes) doctors and hospitals. The needs of the consumer, however, have largely been left out of the equation. We’re changing that. We are rebuilding the entire health insurance stack, with the consumer as the central focus. Our goal is to create a health plan that people can love.
A Little More About Us:
· We know healthcare. Our company was founded and is still led by industry veterans who have started and grown several market-leading companies in the space.
· We are quickly becoming one of the fasting growing health benefits companies in the country, having organically grown revenues by triple digits over the past few years. Also, we were awarded Inc Magazines Best in Business Gold Medal award in 2021.
· We have raised money from top tier investors who share the same long-term vision as we do of building an industry defining company that will endure over the long run. We are well capitalized.
· Our customers like us. Our revenue churn is in the single digits, in an industry where greater than 20% churn is common.
· Our culture is unique. We tend to be non-hierarchical, merit-driven, opinionated but kind people who thrive working in a high-performance, fast-paced environment. People at Gravie care deeply about making a positive impact in the lives of the people we serve. We may not be the right place for everybody, but if you get energized by doing work every day that focuses on putting consumers at the front of the line, we could be a great place for you. It takes unique people and diverse perspectives to deliver our results. We encourage you to be your authentic self – we like you that way.
A Little More About the Role:
We’re looking for a Head of ICHRA Operations. This role will be instrumental in ensuring that our employers and members have a best-in-class experience with our ICHRA product and service. This leader is a cross-functional relationship builder, with a keen eye for process, prioritization, and innovation. This leader will play a pivotal role in developing a product and service that is changing the way consumer health plan needs are met.
You will:
· Build out and oversee a Carrier Relations team responsible for establishing and maintaining relationships with carriers in order to enroll members, facilitate payments for their selected plans, and build a foundation for potential integrations.
· Own the creation and maintenance of a Carrier knowledge management resource that operational teams can leverage as they are helping members shop for a plan, enroll in a plan, and pay for a plan.
· Develop a system for tracking commissions owed to Gravie by carriers.
· Work with Marketing to educate carriers on ICHRA and why they need to invest in ICHRA related capabilities.
· Oversee the Application Coordinator team and build processes to streamline and improve the efficiency of the enrollment process.
· Build out and oversee a Payments team responsible for ensuring member payments have been successfully made to the carrier, and working with the Gravie Care Advisor team to reconcile any outstanding or incorrect payments.
· Develop, roll out, and improve as needed the cross-functional processes between all ICHRA teams to ensure a seamless experience for ICHRA employers, members, and brokers.
· Work with cross-functional partners to design and evolve our ICHRA operational playbook, including manual processes and workflows to optimize the member experience, remove redundancies, and complement the automated functions of Gravie’s technical solution.
· Support the development and delivery of the onboarding, training, and support materials for the Gravie Care Advisor team, our licensed agents who help our members select the best health plan for them.
· Manage and maintain the license status of the Gravie Care Advisor team to ensure we meet state and carrier requirements.
· Support Gravie Care leadership in the development of KPIs and performance standards for the Gravie Care Advisor team.
· Work with Compliance to ensure our ICHRA service meets regulatory requirements.
· Work with Sales and growth partners to ensure prospective clients are set up for success.
· Partner with Product leadership to inform product strategy, roadmap, and carrier integration opportunities.
· Work with Product to roll out or test any Product initiatives.
· Build systems to collect data to identify trends, inform process and tool development, make business decisions, develop performance metrics and continuously work to improve them.
· Develop and implement quality assurance and training strategy that ensures the highest standard of customer service is delivered and maintained in all aspects of ICHRA delivery, including implementation, account management, and operations.
· Design metrics to measure performance and ensure attainment of all performance measures including quality, service levels, and customer satisfaction.
· Partner with Technology leadership to identify technologies and systems needed to deliver on the ICHRA experience.
· Demonstrate commitment to core Gravie competencies of being authentic, curious, creative, empathetic and outcome oriented.
You bring:
· Strongly prefer operating experience in the individual health insurance market but will consider relevant experience in adjacent industries.
· We care less about your degree and more about your ability to think critically and speak your mind, use data and information to help you make decisions and solve problems, and your creativity.
· We also care less about your previous titles and more about the depth and breadth of experiences you’ve had creating and running a world class customer service program.
· Experience creating automated enrollment processes.
· Proven experience developing business partnerships.
· A high degree of comfort and familiarity with tools and technology
· Proven ability to inspire a team, develop leaders and hold teams to a high standard of performance.
· Previous success establishing processes and tools and scaling teams in a high growth environment.
· Excellent analytical capabilities and previous experiences using data and information to inform decisions.
· Ability to track and report on Call Center Metrics
· Ability to deal with ambiguity, shift gears comfortably, and decide and act without having the total picture.
Competitive pay is standard. Our unique benefits program is the gravy, i.e., the special sauce that sets our compensation package apart. In addition to standard benefits, Gravie’s package includes alternative medicine coverage, flexible PTO, 16 weeks paid parental leave, paid holidays, cell phone reimbursement, education reimbursement, and 1 week of paid paw-ternity leave just to name a few.