Member Support & Operations

Our vision

What sets Gaia apart is our commitment to our mission: ensuring that everyone that wants to have a child should at least have a chance to try. The company’s founder, Nader AlSalim, realised how challenging the IVF process could be after he and his wife went through IVF treatment to build their family. Today, Gaia helps people with more than financing and protection: Members get 6 sessions of complementary counselling, the opportunity to talk to an independent embryologist, support groups, and in-person and online Member events.

The role

As a Member Coordinator you will help deliver a seamless experience for our Gaia Members, working closely with the wider Operations and Member Growth (acquisition) teams. This dynamic position requires you to be adaptable and proactive, wearing multiple hats across both Member and Clinic Operations. We are a small and growing team - this role will evolve as our member base increases!

What you will own

1. Deliver Members support and care

• You will be the dedicated point of contact for Gaia Members, offering empathetic & responsive support through their fertility treatments journey:
  • Offer proactive and thoughtful communication to Members through their journey ; equipped with all of the knowledge we gather about their ongoing patient journey at clinics you will be in a unique position to provide attentive, positive support as our Members go through treatment
  • Handle day to day inbound communications from our Members (via email, SMS and calls), answering questions on their Gaia membership including insurance coverage, financial support and liaison with clinics or other third parties.
• Work closely with our Head of Operations / Operations Lead to handle more complex cases and ensure we deliver the best experience possible ; helping us refine and improve our processes
  
  

2. Forefront of Providers operations

• Serve as a dedicated point of contact for partner Clinics and other care providers, offering responsive support on their queries about Gaia Members’ coverage.
• Handle Clinics’ treatment authorization requests that aren’t automatically fulfilled, liaising with Members to ensure the relevant coverage is in place to allow treatment to go through seamlessly.
• Handle Clinics’ claim submissions that aren’t automatically processes
• Work with Gaia’s Financial Operations team to communicate with Clinics about payments, claim outcomes, etc.
  
  

3. Support day-to-day Gaia’s operations

• Work with our Member Growth (acquisition) team to assist with smooth member onboarding and transition to your account management
• Monitor the accurate tracking of treatment outcomes in our back-office system, ensuring that all data is properly recorded and our Clinics’ account managers have visibility each Clinic’s reporting diligence
• Liaise between Members and other support services (counselling, nutritionist…)
• Work with Gaia’s Financial Operations team to help Members through optional additional affordability checks and contracts adjustments to reflect changes in treatment plans.

You’ll be a great candidate for this role if you

• Previous experience working in fertility is required
• Are empathetic and deeply care about our Members - the IVF experience is incredibly stressful and empathy for what they are going through is a must
• Experience in a Finance Coordinator role for a clinic - you’ll need to have a good understanding of the healthcare insurance/financing landscape and the different options available for Prospects
• You are a self-starter - this will be the first hire in the team in the US so we’ll be looking to you to help set us up for success and grow our Members there
• Strong interpersonal skills - you’ll constantly be communicating with patients, clinic staff and the rest of our company
  
  

Salary and Benefits

Here at Gaia, our employees are the foundation of our success. We believe it's super important that you are happy, healthy, and motivated.

As such, on top of a competitive market bench-marked salary, we offer private healthcare, fertility support and other benefits. The salary bracket for this role $85-100k.

On top of this, we offer all employees a set up budget when they join and a personal development budget each year to build upon your skills. We’re working hard on our reward and recognition framework to make sure that those who are excelling above and beyond get what they deserve.