Member Support (US)
Our Vision
Gaia is the first Value-Based family-building company. We give people control over their fertility with clinically proven pathways to parenthood — whether they want a child now or later — and take on the financial risk so that if we don’t deliver successful outcomes, they don’t pay. Gaia was born from our founder’s own harrowing journey through assisted fertility, and his resolve to build the experience he wished he had.
Our mission is to give the best shot at parenthood to anyone who wants a family, with access to a network of clinics selected for their results, flexible payment options, and 90+ NPS wraparound care and support.
The Role
As Member Support 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 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:
1. 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 delivery on our Member’s Experience of Gaia. Be attentive to our feedback surveys, pro-active 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.
What We’re Looking For
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 organised 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.
Posses 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.