Insurance Operations Coordinator

Roofserv•Austin, TX

6d•Hybrid

About The Position

Alta Peak Holdings is a rapidly growing strategic holding company focused on acquiring and operating market-leading roofing and exterior home services businesses across the United States. We are seeking a detail-oriented and proactive Insurance Operations Coordinator to support our Direct Repair Program (DRP) and Managed Repair Program (MRP) operations by ensuring claims move efficiently from assignment through scheduling and first site visit. This role serves as a critical communication and coordination hub between homeowners, insurance carriers, TPAs, and internal field teams. The ideal candidate thrives in a fast-paced environment, communicates professionally under pressure, and takes pride in operational accuracy and accountability.

Requirements

2+ years of experience in customer support, scheduling coordination, insurance claims, or related operations roles.
Excellent written and verbal communication skills.
Strong organizational skills with exceptional attention to detail.
Ability to manage multiple workflows and priorities simultaneously in a fast-paced environment.
Comfortable interacting professionally with homeowners, carriers, TPAs, and internal teams.
Proficiency with CRM systems, scheduling software, Microsoft Office, and operational platforms.
Self-starter mentality with strong ownership and follow-through.
High integrity and commitment to delivering accurate, timely information.

Nice To Haves

Experience in roofing, restoration, construction, home services, or P&C insurance environments strongly preferred.
Familiarity with XactAnalysis (XA) or similar insurance claim management platforms preferred.

Responsibilities

Receive and acknowledge inbound DRP/MRP assignments from carrier and TPA partners within required SLA windows.
Initiate homeowner contact within 4 hours of assignment acceptance.
Schedule first site visits and coordinate appointments with homeowners and field staff while meeting carrier-specific SLA requirements.
Relay scheduling confirmations, inspection updates, and claim-related information accurately and professionally.
Maintain organized and up-to-date notes within XactAnalysis (XA) on all active claims.
Document all communication attempts with date, time, and phone number details while tagging TPA contacts appropriately.
Monitor claim workflows proactively to prevent SLA breaches or communication gaps.
Coordinate and track intake documentation including: Direction to Pay forms, Work Authorization agreements, Required uploads and confirmations within XA.
Flag and escalate claims requiring adjuster or TPA intervention, including: No-contact scenarios, Scope discrepancies, Coverage concerns.
Collaborate closely with inspectors, estimators, and project managers to ensure smooth handoffs throughout the claim lifecycle.
Identify opportunities to improve workflows, scheduling efficiency, and overall customer and carrier experience.
Uphold Alta Peak’s standards for accountability, operational excellence, and documentation accuracy.