Gravie is hiring a
Head of ICHRA Operations

Summary

The job is for the Head of ICHRA Operations at Gravie, a fast-growing health benefits company. The role involves building out and overseeing teams responsible for carrier relations, enrollment, payments, and more to ensure a best-in-class experience with their ICHRA product.

Requirements

• 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

Responsibilities

• Build out and oversee a Carrier Relations team responsible for establishing and maintaining relationships with carriers
• Own the creation and maintenance of a Carrier knowledge management resource
• 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
• Develop, roll out, and improve as needed the cross-functional processes between all ICHRA teams
• Work with cross-functional partners to design and evolve our ICHRA operational playbook
• Support the development and delivery of onboarding, training, and support materials for the Gravie Care Advisor team
• Manage and maintain the license status of the Gravie Care Advisor team
• 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
• 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

Benefits

• 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