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.

• 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)
• Cook up with Provider Support as needed on issues that touch both sides of the marketplace

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

Preferred Qualifications

• 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