Fay
Member Support Specialist
REMOTE-US; NYC or SF
Sponsorship not specified$85k-$100kDetected 35 days ago
Customer SupportPatient CareCommunication
About the role
- This role sits at the center of the member experience.
- You will also play a key role in identifying patterns, surfacing issues, and escalating bugs or edge cases to the appropriate teams.
Responsibilities
- Own support tickets end-to-end, ensuring fast, accurate, and empathetic responses
- Identify recurring issues and partner with Revenue Cycle Management (RCM), Product, and Engineering to address root causes
- 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
- 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.
- Proven ability to manage multiple workflows and prioritize effectively
Requirements
- 4+ years of experience in customer support, patient services, or a similar member-facing role
- Strong written and verbal communication skills, with the ability to be warm, clear, and concise
- Ability to operate in ambiguity and adapt as processes evolve
- 2 - 4+ years of experience in customer support, patient services, or a similar member-facing role
Nice to have
- Experience creating internal documentation or help center content
- (Not required, but strong differentiators)
Compensation
- We celebrate diversity and are committed to creating an inclusive environment for all employees.
- $85,000 - $100,000 USD
Benefits
- 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
- Help members understand their insurance benefits, coverage details, and any out-of-pocket costs
- Demonstrated experience with health insurance concepts (EOBs, deductibles, co-pays, in- vs. out-of-network), handing billing disputes, and coordinating insurance
- Comfort learning new tools and systems quickly
- 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.
Company info
- 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.
Equal opportunity
- Fay is an equal opportunity employer.
This listing is sourced directly from Fay's careers page and normalized into a canonical job model.