Member Support Specialist (Healthtech)

TL;DR

Member Support Specialist (Healthtech): Supporting patients in navigating preventative care, billing, and insurance coverage with an accent on member experience and operational efficiency. Focus on resolving complex insurance inquiries, identifying system bugs, and optimizing support workflows to scale member satisfaction.

Location: Remote (US) or Hybrid in NYC or SF

Salary: $85,000 - $100,000 USD

Company

AI-powered healthtech marketplace transforming preventative care through nutrition and scalable infrastructure.

What you will do

• Serve as the primary point of contact for members regarding billing, insurance, and session scheduling.
• Manage support tickets end-to-end, ensuring fast, accurate, and empathetic responses.
• Guide members through insurance benefits, coverage details, and out-of-pocket costs.
• Partner with RCM, Product, and Engineering to identify and resolve root causes of recurring issues.
• Improve internal processes, automation, and Help Center documentation.
• Monitor and improve support metrics including response time and CSAT.

Requirements

• 2–4+ years of experience in customer support, patient services, or similar member-facing roles.
• Deep knowledge of health insurance concepts (EOBs, deductibles, co-pays, in- vs. out-of-network).
• Must be based in NYC or SF and able to join the team in-office on a hybrid rhythm.
• Strong written and verbal communication skills with a professional tone.
• Ability to handle billing disputes and insurance coordination with high accuracy.
• Ability to operate in ambiguity and adapt as processes evolve.

Nice to have

• Experience in healthcare, healthtech, or insurance-adjacent environments.
• Proficiency with support tools such as Intercom or Zendesk.
• Familiarity with support metrics like SLAs or CSAT.
• Experience creating internal documentation or help center content.

Culture & Benefits

• Opportunity to work at one of the fastest-growing companies in healthtech.
• Backed by category-defining investors including General Catalyst and Goldman Sachs.
• Commitment to an inclusive environment and equal opportunity employment.
• Mission-driven work focused on making nutrition a pillar of preventative care.