[Hiring] Care Operations Associate @Leap

Role Description

The Care Operations Associate is the operational backbone of member activation: the person who makes sure every administrative step between "member enrolled" and "member in treatment" gets done accurately and fast. You'll build and run the back-office processes that free our Care Guides and clinical team to focus on members—and you'll have real ownership to improve how this work gets done.

You'll be a critical link between provider offices, payers, pharmacy partners, staffing agencies, and our internal clinical team. This role reports to the Head of Member Ops & Strategy and is ideal for a highly organized, process-minded operator who thrives when given a problem to systematize.

What You'll Own

• Benefits & Eligibility:
  • Run benefit eligibility checks to confirm coverage, cost-share, and authorization requirements before care begins.
  • Keep eligibility status accurate and current for every active member in our systems.
• Prior Authorization:
  • Manage medical prior authorization requests, renewals, and extensions across payers and specialty pharmacy partners end to end.
  • Prepare and submit PA documentation, track approval status, and escalate stalled or denied authorizations before they delay care.
• Document & Order Follow-Up:
  • Chase down unsigned documents and orders—following up proactively with provider offices so nothing stalls in limbo.
  • Process incoming referrals, faxes, and clinical documents, routing each to the right place.
• Staffing & Shipping Coordination:
  • Coordinate clinical staffing with staffing agencies to ensure providers are in place for each member's treatment.
  • Coordinate medication shipping with pharmacy partners so the right therapy arrives at the right time.
• Inbound Call Support:
  • Answer inbound calls from providers, pharmacy partners, and occasionally members, triaging and routing each inquiry to the right team member.
  • Document call details accurately and follow through on any action items.
  • Represent Leap with professionalism and a service-oriented approach on every call.
• Documentation & Compliance:
  • Collect, organize, and store member records and clinical documentation accurately and on time.
  • Ensure all files meet internal standards and HIPAA compliance requirements.
• Process Building:
  • Design, document, and continuously improve the workflows behind all of the above—turning manual, ad hoc tasks into repeatable systems as we scale.

Qualifications

• 2+ years in a healthcare administrative or operations role supporting prior authorization or eligibility verification.
• Familiarity with payer portals, PA workflows, and follow-up/appeal processes.
• Proficiency with CRM or EHR systems and document management platforms, including fax.
• A proven track record managing high volumes of detailed work without dropping the ball.
• Comfort coordinating across provider offices, payers, pharmacy partners, staffing agencies, and internal teams.
• Strong organizational and communication skills, and the ability to work independently during CST business hours in a fully remote setting.

Bonus Points

• Clinical certification or licensure (CMA, RMA, CPhT, LPN, or similar).
• Experience in a healthcare startup or high-growth environment.
• Experience in specialty infusion, home infusion, or rare disease programs.
• Spanish fluency (spoken and written).

Benefits

• Competitive salary.
• Fully remote.
• Competitive health, dental, and vision coverage.
• 401(k) retirement plan.
• A rare chance to build operational infrastructure from the ground up at a fast-growing company where your work directly gets patients into treatment.