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About the 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.

Responsibilities

Serve as primary contact for members, resolving questions and issues across billing, insurance, and scheduling.
Manage support tickets end-to-end, ensuring fast, accurate, and empathetic responses.
Assist members in understanding insurance benefits, coverage, and out-of-pocket costs.
Communicate with members professionally, reflecting commitment to accessible, high-quality care.
Identify recurring issues and collaborate with RCM, Product, and Engineering to address root causes.
Escalate billing disputes, claims issues, and complex member situations with clear context.
Improve internal processes, automations, and support documentation.
Maintain high quality and consistency in all member interactions.
Contribute to improving support metrics like response time, resolution time, and member satisfaction (CSAT).
Coordinate with Provider Support on marketplace-related issues.

Requirements

2-4+ years in customer support, patient services, or member-facing roles.
Experience with health insurance concepts (EOBs, deductibles, co-pays, in- vs. out-of-network), billing disputes, and insurance coordination.
High attention to detail and accuracy, especially for billing and insurance inquiries.
Strong written and verbal communication skills: warm, clear, and concise.
Ability to manage multiple workflows and prioritize effectively.
Strong sense of ownership and follow-through.
Ability to operate in ambiguity and adapt to evolving processes.
Comfort learning new tools and systems quickly.
NYC or SF-based, able to join team in-office on a hybrid rhythm.

Skills

Experience in healthcare, health tech, or insurance-adjacent environments.
Experience with support tools (e.g., Intercom, Zendesk).
Familiarity with support metrics (e.g., SLAs, CSAT).
Experience creating internal documentation or help center content.

Location

Work Type

Hybrid

Experience Level

2-4+ years of experience

Salary/Compensations

$85,000-$100,000 USD

About the Company

Fay's mission is to make nutrition a foundational pillar of preventative care, improving outcomes, accessibility, and affordability at scale.
We are building AI-powered infrastructure to transform preventative healthcare.
Fay is a three-sided marketplace connecting providers, patients, and payers to revolutionize preventative care delivery.
Our b2b2c business-in-a-box solution empowers dietitians to deliver high-quality, affordable nutrition care, helps patients take control of their health, and enables payers to build healthier member populations.
The platform will expand into new areas of preventative health and wellness.
Fay is one of the fastest-growing companies in healthtech, backed by investors like General Catalyst, Forerunner, 1984, and Goldman Sachs.

Equal Opportunity

Fay is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.