[Hiring] Member Support @Gaia Family Inc

Role Description

As Member Support, you will help deliver a seamless experience for our Gaia Members, working closely with the wider Operations and Member Growth teams. This dynamic position requires you to be adaptable and proactive, wearing multiple hats caring for our Members and supporting our Providers. We are a small and growing team - this role will evolve as our member base increases!

Your responsibilities will include:

• Deliver Members support and care:
  • You will be the dedicated point of contact for a portfolio of Gaia Members, offering empathetic & responsive support through their fertility treatments journey.
  • Work with our Member Growth (acquisition) team to assist with smooth member onboarding and transition to your account management.
  • Offer proactive and thoughtful communication to Members through their journey; equipped with all of the knowledge we gather about their ongoing patient journey at clinics, you will be in a unique position to provide attentive, positive support as our Members go through treatment.
  • Handle day-to-day inbound communications from our Members (via email, SMS, and calls), answering questions on their Gaia membership including insurance coverage, financial support, and liaison with clinics or other third parties.
  • Work closely with our Head of Operations / Operations Lead to handle more complex cases and ensure we deliver the best experience possible; helping us refine and improve our processes.
  • Liaise between Members and other support services (counselling, nutritionist…) and be part of how we design and deliver on our Member’s Experience of Gaia. Be attentive to our feedback surveys, proactive on our small ‘delights’ changes (we ship welcome boxes!).
• Support our different Providers:
  • Serve as a dedicated point of contact for partner Clinics and other care providers, offering responsive support on their queries about Gaia Members’ coverage.
  • Handle Clinics’ treatment authorization requests that are potentially out of coverage, liaising with Members to ensure the relevant coverage is in place to allow treatment to go through seamlessly. This includes walking Members through their options should they want to adjust their membership.
  • Work with Gaia’s Financial Operations team to communicate with Clinics about payments, claim outcomes, etc. Specifically when treatments do not go as planned and get cancelled, handle the Member’s experience to ensure it remains a positive one.

Qualifications

• Have previous experience in the US healthcare industry, especially in insurance benefits analysis, patients intake/coordinator or clinics relationship, in the Fertility space ideally.
• Have previous experience working in a customer service role through written (emails, SMS) and phone channels.
• Are empathetic; our Members are going through fertility treatment which is stressful and can be overwhelming. You will need to bear this in mind when communicating with them and keep a composed attitude.
• Have strong interpersonal skills and feel comfortable communicating in English (verbal and written) - you’ll regularly liaise with patients and your Gaia colleagues.
• Are able to work autonomously with clarity. Your work hours occasionally do not overlap with the rest of the team. You will need to be well organized and collaborative to ensure the team syncs smoothly every day, that everything gets proactively handled and owned, as well as openly communicate with the rest of Gaia.
• Have experience working with a CRM (ideally Hubspot), Excel/Google sheets.
• Possess a Bachelor's Degree or comparable work experience in customer support, account management, patient coordinator or financial operations.
• Work PT core hours - 9 AM to 5 PM.