Care Operations Associate

About the Role
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

What We're Looking For
Required

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)

Why Leap
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