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Gaia Family is transforming fertility care to make it accessible to everyone by removing financial barriers. As Member Support, you will be the dedicated point of contact for a portfolio of Gaia Members, delivering empathetic and responsive support throughout their fertility treatment journey.
Key Responsibilities:
Member Care & Support:
- Serve as the primary point of contact for assigned Gaia Members, providing attentive support through their fertility treatment journey
- Collaborate with the Member Growth team to ensure smooth onboarding and transition to account management
- Deliver proactive and thoughtful communication to Members, leveraging knowledge of their ongoing patient journey at partner clinics
- Handle day-to-day inbound communications via email, SMS, and phone, answering questions about Gaia membership, insurance coverage, financial support, and clinic coordination
- Work closely with the Head of Operations to manage complex cases and continuously refine Member experience processes
- Liaise between Members and support services (counseling, nutrition, etc.) and contribute to Member Experience design
- Monitor feedback surveys and implement small experience improvements (e.g., welcome boxes)
Provider Support:
- Serve as dedicated point of contact for partner clinics and care providers, offering responsive support on Gaia Member coverage inquiries
- Handle clinic treatment authorization requests for out-of-coverage scenarios, liaising with Members to ensure coverage is in place
- Guide Members through coverage adjustment options when needed
- Collaborate with Financial Operations to communicate with clinics about payments, claim outcomes, and treatment cancellations, ensuring positive Member experience throughout
Requirements:
- Previous experience in US healthcare industry, particularly in insurance benefits analysis, patient intake/coordination, or clinic relationships (fertility experience preferred)
- Proven customer service experience across written channels (email, SMS) and phone
- Empathetic communication style; ability to remain composed while supporting Members through stressful fertility treatment
- Strong interpersonal skills and fluent English (verbal and written)
- Ability to work autonomously with clarity and organization; comfortable with non-overlapping work hours; strong collaboration and proactive communication
- Experience with CRM systems (HubSpot preferred) and spreadsheet tools (Excel/Google Sheets)
- Bachelor's Degree or comparable work experience in customer support, account management, patient coordination, or financial operations
- Availability for part-time core hours: 9 AM to 5 PM
