Members Operations Associate

6 days ago

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Gaia

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💰 $20M Series A on 2022-02

Description

• Handle day to day inbound emails from our members, answering questions on their membership, their coverage, how Gaia can support them • Proactively outreach to our members to get updates on their treatment and offer support • Work closely with our Member Manager to escalate and handle complex cases • Onboard new members in our back-office systems • Send payment links for insurance premium payments and reconcile in our back-office for tracking purposes • Collect and reconcile in our back-office IVF treatment outcomes • Process invoices in our internal back-office: compare with coverage, communicate any discrepancy with the clinic and/or the member. • Process and reconcile invoices in our accounting system. • Process daily clinic payments; working both with batch processing of payments as well as ad-hoc, urgent one-off payments.

Requirements

• Posses a Bachelor's Degree or comparable work experience in customer support or financial operations. • Have previous experience working in a customer service role through written (emails, tickets) and phone channels • Have experience working with CRM (ideally Hubspot), Excel/Google sheets. Exposure to accounting systems is a plus (ideally Xero). • Are empathetic, our patients are going through IVF treatment which is stressful and can be overwhelming. You will need to bear this in mind when communicating with them. • Have strong interpersonal skills and feel comfortable communicating in English (verbal and written) - you’ll regularly liaise with patients and your Gaia colleagues. • Are able to work autonomously. Your work hours occasionally do not overlap with the rest of the team’s. • Are flexible to work core UK hours (UTC+01:00) 9 AM to 1 PM - in order to maximise overlap with our team in London.