Care Operations Associate

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.

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
• 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

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