Big Leap Health is seeking a proactive and solutions-oriented Operations Associate to own the critical patient access function. This role is responsible for expertly resolving escalated cases, managing fulfillment workflows, and ensuring continuity of care for our patients receiving cutting-edge therapies.

What You'll Do

Lead resolution of complex prior authorizations, denials, step therapy overrides, tier exceptions, continuation-of-therapy, and reauthorization timelines.
Determine correct coverage path across medical vs. pharmacy benefits, formulary status, HCPCS/CPT coding, site-of-care, and specialty classification.
Conduct targeted outreach to plans and PBMs to expedite decisions, correct errors, and secure patient access.
Interface with clinicians and partner staff to identify missing documentation, clarify criteria, and align on next steps.
Coordinate with pharmacies for shipment, copay confirmation, and consent.
Maintain precise status, outcomes, and next steps in EHR/CRM/Airtable; ensure audit-ready records.
Coach other team members, perform case QA, and contribute to SOPs, checklists, and templates.
Track payer behavior and bottlenecks, propose fixes, and partner with leadership on process and tooling improvements.

What We're Looking For

2-3+ years in a hands-on role focused on prior authorization or complex medical billing.
Deep familiarity with payer policies, clinical documentation, and fulfillment workflows (e.g., step therapy, appeals, S-codes, ICD-10 criteria).
Tech-savvy and systems-oriented, comfortable using and optimizing tools like Airtable, Sheets, or modern EHRs.
Clear and concise communicator with strong documentation skills.
Proven ability to stay calm and solution-focused while juggling competing priorities.
Self-directed with a 'get it done' mindset and high ownership over work product.

Nice to Have

Strong preference for experience in a fast-paced startup, healthtech, or specialty provider/pharmacy environment.
Experience working with Spravato, TMS, or similar high-touch behavioral health treatments.