Fulfillment Associate

Job Description

Job Description

Reflect Health is the evolution of S&S Health, a trusted independent third-party administrator founded in 1994 to meet the growing need for access, simplified connectivity, and benefits administration. Headquartered in Mason, OH, we have built a reputation based on innovation, service excellence, and a deep understanding of how to drive better outcomes at lower cost. Over the years, we grew into a national presence serving employers, TPAs, health systems, and benefit consultants across all 50 states. We developed proprietary claims technology, expanded our offerings to include level-funded and fully funded programs, and delivered tangible savings and enhanced experiences for millions of members.

We are seeking a Fulfillment Associate to support member communications and fulfillment activities, including ID cards, Welcome Letters, Explanation of Benefits (EOBs), and related materials. This role will coordinate fulfillment workflows, vendor communications, quality reviews, and production timelines to ensure accurate and timely delivery. The ideal candidate is organized, detail-oriented, and experienced in managing operational processes, tracking deliverables, and supporting continuous improvement in a fast-paced environment.

Responsibilities

• Fulfillment Operations: 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.
• Vendor Management: 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.
• Quality Assurance: 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.
• Workflow Management: Maintain fulfillment workflows, documentation, templates, and operational resources while identifying opportunities to improve efficiency, reduce manual effort, and support scalable processes.
• Fulfillment & Issue Resolution: Monitor fulfillment status from initiation through completion, identify potential delays or risks, coordinate resolution efforts, and provide timely updates to internal stakeholders.
• Reporting & Analytics: Collect, analyze, and maintain fulfillment metrics and operational reporting to support performance tracking, identify trends, and drive continuous improvement.
• Compliance & Documentation: 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.
• Cross-Functional Collaboration: Partner with Implementation, Operations, Client Services, and other internal teams to align fulfillment requirements, improve coordination, and support knowledge sharing across the organization.

Qualifications

• Operational Experience: 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.
• Vendor & Workflow Management: Experience coordinating with external vendors, managing timelines, tracking deliverables, and resolving operational issues through effective communication and follow-up.
• Fulfillment Platform Experience: Experience with fulfillment platforms and processes, particularly Zelis, NOMI, and/or Red Card fulfillment workflows, strongly preferred.
• Technical Skills: 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.
• Analytical Skills: Strong analytical, organizational, and problem-solving skills with the ability to identify issues, evaluate solutions, and communicate recommendations effectively.
• Project Management Skills: Ability to manage multiple priorities, coordinate workflows, maintain accurate documentation, and meet deadlines in a fast-paced environment.
• Communication Skills: Excellent 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 with a strong commitment to accuracy, quality, and operational excellence.

Reflect Health is committed to providing a safe and secure workplace for all employees. All final candidates will be subject to background checks and drug screening as part of the hiring process.