Member Support Specialist

About Fay

Fay is working to make nutrition a core part of preventive healthcare by improving outcomes, access, and affordability at scale. The company is building AI-enabled infrastructure designed to modernize preventive care.

It operates a three-sided marketplace that connects providers, patients, and payers to improve how preventive care is delivered. Its business-in-a-box platform helps dietitians provide affordable, high-quality nutrition care, supports patients in managing their health, and gives payers a way to build healthier member groups. Nutrition is only the first step, with plans to expand into additional areas of preventive health and wellness.

Fay is backed by investors including General Catalyst, Forerunner, 1984, and Goldman Sachs, and is among the fastest-growing companies in healthtech.

About the Role

Fay is looking for a Member Support Specialist to help members, who are the patients on the platform, access care smoothly and confidently. This role is central to the member experience and involves handling billing concerns, insurance and coverage questions, appointment support, and general navigation of the platform.

You will support members across their care journey, from helping them understand benefits before their first appointment to resolving billing questions after care sessions. You will also spot trends, flag bugs or unusual cases, and work with the right teams to get issues resolved and prevent repeat problems.

In addition to direct support, you will collaborate with Member Operations and Product to strengthen internal systems, improve documentation, create more scalable workflows, and look for opportunities to automate support processes over time.

What You Will Do

• Act as a main contact for members and handle questions or issues related to billing, insurance coverage, scheduling, and other common workflows.
• Manage support cases from start to finish, with quick, accurate, and empathetic communication.
• Guide members through insurance benefits, coverage details, and expected out-of-pocket costs.
• Write in a friendly, professional, and easy-to-understand way that reflects the company’s commitment to accessible care.
• Recognize repeated issues and work with Revenue Cycle Management, Product, and Engineering to fix the underlying causes.
• Escalate billing disagreements, claims concerns, and complicated member cases with clear and well-organized context.
• Improve internal processes, automations, and help center documentation.
• Keep quality and consistency high across every member interaction.
• Help improve support performance indicators such as response time, resolution time, and member satisfaction.
• Coordinate with Provider Support when an issue involves both sides of the marketplace.

Required Experience

• 2 to 4+ years of experience in customer support, patient services, or another member-facing role.
• Hands-on knowledge of health insurance topics such as EOBs, deductibles, co-pays, in-network versus out-of-network coverage, billing disputes, and insurance coordination.
• Strong precision and attention to detail, especially when handling billing or insurance questions.
• Excellent written and verbal communication skills with a warm, clear, and concise style.
• Ability to juggle multiple workflows and prioritize effectively.
• A strong ownership mindset and consistent follow-through.
• Comfort working through ambiguity and adapting as processes change.
• Ability to learn new tools and systems quickly.
• Based in New York City or San Francisco and able to work in person on a hybrid schedule.

Preferred Experience

The following would be helpful, though they are not required:

• Background in healthcare, healthtech, or insurance-related environments.
• Experience using support platforms such as Intercom, Zendesk, or similar tools.
• Familiarity with support measures such as SLAs or CSAT.
• Experience writing internal documentation or help center content.

Compensation

The annual salary range for this role is USD 85,000 to USD 100,000.

Equal Opportunity

Fay is an equal opportunity employer and values diversity. The company is committed to building an inclusive workplace for all employees.