Fay - Member Support Specialist
Requirements
• 2 – 4+ years of experience in customer support, patient services, or a similar member-facing role • Demonstrated experience with health insurance concepts (EOBs, deductibles, co-pays, in- vs. out-of-network), handing billing disputes, and coordinating insurance • High attention to detail and accuracy, especially when handling billing or insurance-related inquiries • Strong written and verbal communication skills, with the ability to be warm, clear, and concise • Proven ability to manage multiple workflows and prioritize effectively • Strong sense of ownership and follow-through • Ability to operate in ambiguity and adapt as processes evolve • Comfort learning new tools and systems quickly • NYC or SF-based, and able to join team in-office on a hybrid rhythm • (Not required, but strong differentiators) • Experience in healthcare, health tech, or insurance-adjacent environments • Experience working with support tools such as Intercom, Zendesk, or similar platforms • Familiarity with support metrics such as SLAs or CSAT • Experience creating internal documentation or help center content
Responsibilities
• Serve as a primary point of contact for members, responding to questions and resolving issues across billing, insurance coverage, session scheduling, and other core workflows • Own support tickets end-to-end, ensuring fast, accurate, and empathetic responses • Help members understand their insurance benefits, coverage details, and any out-of-pocket costs • Communicate with members in a warm, clear, and professional tone that reflects Fay's commitment to accessible, high-quality care • Identify recurring issues and partner with Revenue Cycle Management (RCM), Product, and Engineering to address root causes • Escalate billing disputes, claims issues, and complex member situations with clear, structured context • Help improve internal processes, automations, and support documentation (Help Center) • Maintain a high bar for quality and consistency across all member interactions • Contribute to improving support metrics such as response time, resolution time, and member satisfaction (CSAT) • Coordinate with Provider Support as needed on issues that touch both sides of the marketplace
Benefits
• $85,000—$100,000 USD
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