Member Support & Operations

As a Member Support & Operations Coordinator at Gaia, your main responsibilities include providing empathetic support to our members throughout their fertility journey, handling communications regarding insurance coverage and treatment options, and liaising with partner clinics to manage treatment authorization and claims. You will also collaborate with the Operations and Member Growth teams to ensure a smooth onboarding process for new members.

To excel as a Member Support & Operations Coordinator at Gaia, you'll need previous experience in fertility support, strong interpersonal skills, and familiarity with healthcare financing. It is essential to demonstrate empathy for members' situations, as well as initiative and proactivity since this role will involve working independently to establish processes and support our growing community.

At Gaia, we believe in investing in our employees' growth. As a Member Support & Operations Coordinator, you will receive a dedicated personal development budget each year, along with a setup budget when you join. This allows you to build your skills and stay updated on the latest in fertility support and operations, ensuring that you perform at your best.

Gaia fosters a dynamic and inclusive work environment for our Member Support & Operations Coordinator. You will be part of a small but growing team that encourages collaboration, innovation, and a shared commitment to supporting our members. You'll work closely with various teams, ensuring that operations run smoothly and members experience exceptional care throughout their journey.

The Member Support & Operations role at Gaia is unique in its commitment to value-based care and personalized support. You will not only handle inquiries and operations but also play a crucial role in shaping the member experience during an emotionally sensitive time. Working alongside compassionate teams, you will help create a supportive community for our members, making a real difference in their fertility journeys.

To support a member feeling overwhelmed, I would first listen actively to their concerns, providing a safe space for them to express their feelings. I would then offer reassurances about the process and detail how Gaia can support them with resources, such as counseling and community support groups, to help them navigate their journey with more confidence.

I would prioritize organization and time management, utilizing tools like CRM systems to track communication history. Implementing templates for common inquiries can efficiently streamline responses, while actively checking in with members who require personalized support ensures everyone feels valued and heard.

In the healthcare financing landscape, especially for fertility treatments, it's important to understand various options such as insurance coverage, financing programs, and payment plans. I would stay informed about the policies of partner clinics and work closely with our Financial Operations team to clarify and communicate these options effectively to our members.

In a previous role, I worked on a project that required input from both clinical staff and finance teams. By facilitating open communication, addressing each team's concerns, and ensuring everyone was aligned with the project's goals, we successfully implemented a new patient onboarding process that improved the overall experience.

To ensure accurate tracking of treatment outcomes, I would set up regular checks and balances within the back-office system to confirm that all data is recorded meticulously. Collaborating closely with clinics and account managers would also ensure that we're receiving timely updates on each member's progress and that all information is transparently communicated.

Empathy allows me to connect with members on a personal level during a challenging time. By understanding their emotions and validating their experiences, I can better tailor my support to meet their needs, fostering trust and a stronger connection with Gaia as their partner in this journey.

Key qualities include strong communication skills, empathy, patience, and an ability to adapt to changing situations. Being a self-starter with a proactive approach is also crucial, as it allows for growth in a dynamic environment where processes may evolve as our member base expands.

I regularly read industry publications, attend webinars, and participate in conferences related to fertility care. Engaging with peer networks and continuing education opportunities allows me to stay informed and leverage best practices in member support and operations.

I approach problem-solving by first gathering all relevant information to fully understand the member's situation. Once I’ve assessed the issue, I brainstorm potential solutions and consult with colleagues when necessary. I then communicate directly with the member, offering clear options and next steps, ensuring they feel supported throughout the process.

I was motivated to apply for the Member Support & Operations position at Gaia because of the organization's mission to provide value-based care and support to individuals seeking to start families. I am passionate about helping others navigate their challenges, and I believe that my background in fertility support aligns perfectly with the goals of Gaia.