Member Support & Operations

As Member Super & Operations, you will help deliver a seamless experience for our Gaia Members 🌱, working closely with the wider Operations and Member Growth (acquisition) teams. This dynamic position requires you to be adaptable and proactive, wearing multiple hats across both Member and Clinic Operations 🏥. We are a small and growing team – this role will evolve as our member base increases! 📈

1. Deliver Member Support and Care 💬

• You will be the dedicated point of contact for Gaia Members, offering empathetic & responsive support throughout their fertility treatment journey:
• Offer proactive and thoughtful communication to Members as they move 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 🛠️.

2. Forefront of Provider Operations 🔑

• 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 aren’t automatically fulfilled, liaising with Members to ensure the relevant coverage is in place to allow treatment to go through seamlessly.
• Handle Clinics’ claim submissions that aren’t automatically processed 📝.
• Work with Gaia’s Financial Operations team to communicate with Clinics about payments, claim outcomes, etc. 💵

3. Support Day-to-Day Gaia’s Operations 🏃‍♀️💨

• Work with our Member Growth (acquisition) team to assist with smooth member onboarding and transition to your account management.
• Monitor the accurate tracking of treatment outcomes 📊 in our back-office system, ensuring that all data is properly recorded and our Clinics’ account managers have visibility into each Clinic’s reporting diligence.
• Liaise between Members and other support services (counseling 🧑‍⚕️, nutritionist 🥗, etc.).
• Work with Gaia’s Financial Operations team to help Members through optional additional affordability checks 🔍 and contract adjustments to reflect changes in treatment plans.

You’ll be a great candidate for this role if you… 🎯

• Possess a Bachelor’s Degree 🎓 or comparable work experience in customer support, account management, patient coordination, or financial operations.
• Have previous experience working in a customer service role through written (emails, SMS) and phone channels 📞✉️.
• Have experience working with a CRM (ideally Hubspot), Excel/Google Sheets 📊. Exposure to accounting systems is a plus (ideally Xero).
• Are empathetic 💖, as our Members are going through fertility treatment which can be stressful and overwhelming. You will need to bear this in mind when communicating with them.
• 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 🏠. Your work hours occasionally do not overlap with the rest of the team, and you will be our first hire to specifically support Members in this geography.
• Have previous experience in the US healthcare industry 🏥, especially in insurance benefits analysis 📋, patient intake/coordinator or clinic relationships.
• Work ET core hours (UTC-05:00) 🕘 - 9 AM to 5 PM.