Fulfillment Associate

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Fulfillment Operations: Oversee the entire fulfillment lifecycle for member ID cards, Welcome Letters, EOBs, and related materials. This includes managing production coordination, tracking, issue resolution, and ensuring final delivery.

• Vendor Management: Act as the main operational point of contact between Reflect Health and external fulfillment partners, such as Zelis/NOMI, to coordinate production activities, track progress, resolve issues, and maintain effective communication throughout the fulfillment process.

• Quality Assurance: Manage the quality review and approval processes for fulfillment outputs, which includes evaluating pre-production samples, validating production, and conducting final quality checks. Ensure that member communications comply with branding, business requirements, and regulatory standards.

• Workflow Management: Keep fulfillment workflows, documentation, templates, and operational resources organized while identifying opportunities to enhance efficiency, minimize manual tasks, and support scalable processes.

• Fulfillment & Issue Resolution: Track fulfillment status from initiation to completion, identify potential delays or risks, coordinate resolution efforts, and provide timely updates to internal stakeholders.

• Reporting & Analytics: Gather, analyze, and maintain fulfillment metrics and operational reports to support performance tracking, identify trends, and drive continuous improvement initiatives.

• Compliance & Documentation: Ensure that fulfillment processes and member communications are in alignment with regulatory requirements, organizational standards, and client expectations. Maintain all documentation related to templates, workflows, approvals, and vendor processes.

• Cross-Functional Collaboration: Collaborate with Implementation, Operations, Client Services, and other internal teams to align fulfillment requirements, enhance coordination, and facilitate knowledge sharing across the organization.

⛳️ Requirements

• Operational Experience: Proven experience in managing business operations, fulfillment processes, production workflows, or similar functions in a deadline-oriented environment, preferably within healthcare, benefits administration, insurance, or a related field.

• Vendor & Workflow Management: Demonstrated experience in coordinating with external vendors, managing timelines, tracking deliverables, and resolving operational issues through effective communication and follow-ups.

• Fulfillment Platform Experience: Familiarity with fulfillment platforms and processes, particularly with Zelis, NOMI, and/or Red Card fulfillment workflows, is highly preferred.

• Technical Skills: Intermediate to advanced proficiency in Microsoft Office 365 applications, including Excel, Word, and Visio. Basic knowledge of SQL and Adobe Acrobat Pro or similar PDF editing tools is preferred.

• Analytical Skills: Strong analytical, organizational, and problem-solving skills, with the ability to identify issues, assess solutions, and effectively communicate recommendations.

• Project Management Skills: Capability to manage multiple priorities, coordinate workflows, maintain accurate documentation, and meet deadlines in a fast-paced setting.

• Communication Skills: Exceptional verbal and written communication skills, with the ability to collaborate effectively across internal teams, external vendors, and business stakeholders.

• Attention to Detail: Highly organized and detail-oriented, demonstrating a strong commitment to accuracy, quality, and operational excellence.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance options.

• Generous paid time off and holiday leave.

• Opportunities for professional development and career advancement.

• Collaborative and inclusive work environment.