Customer Service & Claims Advocate
Summary
We’re looking for someone to help us manage customer service requests that we receive via phone call and email. We are a small company so you will have the opportunity to expand your role and enter other departments of the company as we grow. We are looking for someone who is interested and excited in fixing health care!
This role is primarily customer service oriented, and involves handling requests via call and email. Additionally you will be asked to:
Help us process simple claims by reviewing what we receive from providers and escalating to senior claims processors
Consult and help implement other Operations tasks that involve other departments
Background
At Yuzu, we’re building the next-generation health insurance company. We are NOT building a digital brokerage or an AI wrapper - we are going deeper to build the foundational infrastructure required to power tomorrow’s health plans. We believe that software can unlock the ability to build health insurance that is affordable, adaptable, and scalable. Yuzu’s platform will be core to this future.
So how does this actually work? Over 70% of employer-sponsored health plans are self-funded, meaning the employer acts as the insurer and directly covers employees' healthcare costs. This allows companies to customize benefits, gain flexibility, and save money. Self-funded employers partner with a Third-Party Administrator (TPA) to handle the behind-the-scenes plan administration, like processing claims and managing benefits.
The TPA industry is a $500bn sleeper industry that has historically been seen as a services business, bogged down by manual processes and legacy systems (for context, our team couldn’t even access these on our Macs).
Yuzu is a vertically integrated & tech-enabled TPA, currently servicing thousands of employees. We differentiate by helping innovative health plans come to life by facilitating new ways to pay for and access healthcare covered by insurance. Yuzu’s goal is to make it as easy for any business to create and manage a custom health plan as it is to create a storefront on Shopify.
We’re backed by top VC firms and 10+ unicorn founders, including leaders at Stripe, OpenAI, Brex, Deel, Mercury, and Notion, and we’re building a formidable team to tackle the massive opportunity ahead.
Role
You will work to help members of our health insurance plans understand their coverage and navigate the complicated world of healthcare. You will take calls from members with questions ranging from simple to complex, and work alongside our operations team to ensure we deliver a health care customer service experience to members that is better than anything they’ve encountered before.
You will help us process claims and assist team members in managing various operational tasks that are essential to our members receiving a high quality experience.
You will take ownership of our existing documentation and internal processes for how to answer inquiries and improve them.
Your job will change completely every 3-6 months as we automate repetitive tasks and grow our business.
Remote in the US. Excellent English and high-quality reliable internet are required.
Qualifications
You have job experience in a customer service role. You can talk, email, and communicate with people all day long and do it with a smile and with compassion.
You have to care about the team.
Experience in the healthcare or insurance industries is a plus, but not required.
Our Commitment to You
We will be honest and responsive.
We will give you significant equity.
We will upskill you.
We will trust you and tell you everything you want to know about the business.
We will be in the trenches with you. We are not a hierarchical company. Everyone does their fair share of gritty work.
Process
If we interview you, you can expect the following process
Initial 30-45 minute conversation with either Benny, Russell, or Tracy
A 2 hour take-home assignment designed to be similar to on-the-job work
A 45 minute fit interview with Max
An onsite interview
We may speak with 1-2 references you provide
Additional Reading
To apply — email jobs@yuzu.health