Fulfillment Associate - REMOTE

Responsibilities

• Manage the fulfillment lifecycle for member ID cards, Welcome Letters, EOBs, and related materials, including production coordination, tracking, issue resolution, and final delivery.
• Ensure requests are completed accurately and according to established timelines and business requirements.
• Serve as the primary operational liaison between Reflect Health and external fulfillment partners, including Zelis/NOMI, to coordinate production activities, monitor progress, resolve issues, and maintain consistent communication throughout the fulfillment process.
• Oversee quality review and approval processes for fulfillment outputs, including pre-production samples, production validation, and final quality checks.
• Ensure member communications meet compliance, branding, and business requirements.
• Maintain fulfillment workflows, documentation, templates, and operational resources while identifying opportunities to improve efficiency, reduce manual effort, and support scalable processes.
• Monitor fulfillment status from initiation through completion, identify potential delays or risks, coordinate resolution efforts, and provide timely updates to internal stakeholders.
• Collect, analyze, and maintain fulfillment metrics and operational reporting to support performance tracking, identify trends, and drive continuous improvement.
• Ensure fulfillment processes and member communications align with regulatory requirements, organizational standards, and client expectations.
• Maintain documentation related to templates, workflows, approvals, and vendor processes.
• Partner with Implementation, Operations, Client Services, and other internal teams to align fulfillment requirements, improve coordination, and support knowledge sharing across the organization.

Qualifications

• Experience managing business operations, fulfillment processes, production workflows, or similar operational functions in a deadline-driven environment, ideally within healthcare, benefits administration, insurance, or a related industry.
• Experience coordinating with external vendors, managing timelines, tracking deliverables, and resolving operational issues through effective communication and follow-up.
• Experience with fulfillment platforms and processes, particularly Zelis, NOMI, and/or Red Card fulfillment workflows, strongly preferred.
• Intermediate or advanced proficiency with Microsoft Office 365 applications, including Excel, Word, and Visio.
• Basic familiarity with SQL and Adobe Acrobat Pro or similar PDF editing tools preferred.
• Strong analytical, organizational, and problem-solving skills with the ability to identify issues, evaluate solutions, and communicate recommendations effectively.
• Ability to manage multiple priorities, coordinate workflows, maintain accurate documentation, and meet deadlines in a fast-paced environment.
• Excellent verbal and written communication skills with the ability to collaborate effectively across internal teams, external vendors, and business stakeholders.
• Highly organized and detail-oriented with a strong commitment to accuracy, quality, and operational excellence.