Member Support Specialist

📋 Description

• Be primary contact for members; resolve billing, insurance, and scheduling questions.
• Own support tickets end-to-end with fast, accurate, empathetic responses.
• Explain insurance benefits, coverage details, and costs.
• Communicate warmly and clearly to reflect Fay's accessible care.
• Identify recurring issues; partner with RCM, Product, Engineering to fix root causes.
• Escalate billing disputes and complex cases with clear context.

🎯 Requirements

• 2-4+ years in customer support, patient services, or similar member-facing role
• Experience with health insurance concepts (EOBs, deductibles, co-pays) and billing disputes
• High attention to detail in billing/insurance inquiries
• Strong written and verbal communication; warm, clear, concise
• Proven ability to manage multiple workflows and priorities
• NYC or SF-based; hybrid in-office

🎁 Benefits

• Equal opportunity employer; diverse and inclusive environment.
• Impactful work on an AI-powered preventative care platform.