Member Support (US)

Role overview

A mission-driven fertility care company is working to make family-building treatments accessible to a broader population by reducing financial barriers. The Member Support position sits within a small, growing Operations team and serves as the dedicated point of contact for members navigating fertility treatment, while also supporting partner clinics and providers. The role blends member care, account management, and provider coordination in a US-based, part-time core hours schedule (9 AM to 5 PM).

Responsibilities

- Manage a portfolio of members throughout their fertility treatment journey, providing empathetic, proactive support via email, SMS, and phone. - Onboard new members in partnership with the acquisition team and transition them into ongoing account management. - Answer day-to-day questions about membership coverage, financial support options, and clinic or third-party logistics. - Serve as the primary contact for partner clinics, handling coverage inquiries and treatment authorization requests that fall outside standard plans. - Liaise with internal financial operations teams on payments, claim outcomes, and cancellations, preserving a positive member experience when treatments do not proceed as planned. - Connect members with ancillary services such as counseling or nutrition, gather survey feedback, and contribute to small experience improvements like welcome packages.

Requirements

- Prior experience in the US healthcare sector, ideally with exposure to fertility care, insurance benefits analysis, patient intake or coordination, or clinic relationship management. - Demonstrated customer service background across written (email, SMS) and phone channels. - Strong empathy and composure when supporting people through emotionally demanding treatment experiences. - Clear written and verbal communication skills in English for regular interaction with patients and internal colleagues. - Ability to work autonomously, stay organized, and collaborate effectively when working hours only partially overlap with the broader team. - Hands-on experience with a CRM (Hubspot preferred) and comfort using Excel or Google Sheets. - Bachelor's degree or equivalent professional experience in customer support, account management, patient coordination, or financial operations.