Member Support Specialist

About this Role

We're hiring a Member Support Specialist to support Fay members — the patients at the heart of our platform — and ensure they can access and navigate their care with confidence.

This role sits at the center of the member experience. A core part of your day-to-day will be helping members with billing questions, insurance and coverage inquiries, appointment support, and general platform navigation. You will serve as a trusted point of contact for members across the full arc of their care journey — from understanding their benefits before their first appointment to resolving billing questions after a session.

You will also play a key role in identifying patterns, surfacing issues, and escalating bugs or edge cases to the appropriate teams. You will partner closely with Member Operations, Provider Operations, and Product to ensure issues are resolved effectively and do not recur.

Beyond day-to-day support, you will work with Member Operations and Product to improve the systems behind the scenes and strengthen the overall member experience. This includes contributing to more scalable support workflows, improving documentation, and identifying opportunities for automation over time.

What You'll Be Doing

• 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

Your Skills & Experience

Required Qualifications

• 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

Preferred Qualifications

(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