Member Support Specialist

Responsibilities

• Serve as a primary point of contact for members, resolving issues across billing, insurance coverage, and session scheduling
• Own support tickets end-to-end with fast, accurate, and empathetic responses
• Help members understand insurance benefits, coverage details, and out-of-pocket costs
• Identify recurring issues and partner with Revenue Cycle Management, Product, and Engineering to address root causes
• Escalate billing disputes, claims issues, and complex member situations
• Improve internal processes, automations, and support documentation
• Maintain high quality and consistency across all member interactions
• Contribute to improving support metrics such as response time and CSAT

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)
• Experience handling billing disputes and coordinating insurance
• High attention to detail and accuracy regarding billing and insurance inquiries
• Strong written and verbal communication skills
• Ability to manage multiple workflows and prioritize effectively
• Ability to operate in ambiguity and adapt as processes evolve
• Based in NYC or SF and able to join the team in-office on a hybrid rhythm

Preferred Qualifications

• Experience in healthcare, health tech, or insurance-adjacent environments
• Experience with support tools such as Intercom or Zendesk
• Familiarity with support metrics such as SLAs or CSAT
• Experience creating internal documentation or help center content

About the Company

Fay is building AI-powered infrastructure to transform preventative healthcare, connecting providers, patients, and payers through a three-sided marketplace focused on nutrition and wellness.