Member Care Coordinator (US)

New York, NY, United States

At Gaia, we're addressing inequality in fertility treatment by offering the world's first IVF insurance product, which predicts outcomes and insures against the risk of unsuccessful treatment. Our proprietary technology brings certainty to an expensive, complicated, opaque, but resolutely hopeful, space.

We are FCA regulated and trade on the Lloyd's of London market as a coverholder of Beazley. We have raised $30 million in funding to date, and our Series A round at the end of 2021 was led by Atomico. We're proud of our shared commitment to improving fertility care access. Learn more about our partnership

We are ambitious, brave, and hyper focused on our goal: to help build 5,000 families by 2025.

We've been operating in the UK, but we're now launching in the US and we can't wait for you to join us on this next chapter!

We exist so that anyone who wants to have a family can try. Our goal is to create 5,000 families by 2025. We are ambitious, brave and hyper focused when it comes to the means to do this.

Our vision

What sets Gaia apart is our commitment to our mission: ensuring that everyone that wants to have a child should at least have a chance to try. The company's founder, Nader AlSalim, realised how challenging the IVF process could be after he and his wife went through IVF treatment to build their family. Today, Gaia helps people with more than financing and protection: Members get 6 sessions of complementary counselling, the opportunity to talk to an independent embryologist, support groups, and in-person and online Member events.

The role

Our Member Care Coordinator may sit within the wider marketing team, but it is a Sales role at its core. The Member Care Coordinator will play a key role in how we acquire prospects and convert them to Members. You'll work closely with our existing Member and Operations teams which are based in the UK. Our marketing team is spread across the UK & US and will support you in our very first Member role in the US! This role is for candidates based in ET timezone.

What you will own

Manage the sales pipeline and act as their main point of contact throughout their journey, from Gaia Prospect to Gaia Member

As the first US hire in this team you will help us develop the processes and operations to scale in the US

Work hand in hand with the Growth Lead to to hit signed Member targets

What you'll be responsible for

Manage all communication with Prospects and Members via calls and email

Understand and discuss insurance and finance options for IVF, and how Gaia fits into this

Work with our partner clinics to introduce prospects and receive referrals

Onboard prospects to Gaia Members by communicating with the clinic and supporting the prospect every step of the way

Handle payments, authorisation and request outcome reporting throughout treatment

Help define and create processes to improve efficiency to help the team scale

Identify opportunities for increasing our sales pipeline to drive overall Member growth

You'll be a great candidate for this role if you

Are empathetic and deeply care about our Members - the IVF experience is incredibly stressful and empathy for what they are going through is a must

Previous experience in a sales or customer service role is essential

Experience in a Finance Coordinator role for a clinic - you'll need to have a good understanding of the healthcare insurance/financing landscape and the different options available for Prospects

You are a self-starter - this will be the first hire in the team in the US so we'll be looking to you to help set us up for success and grow our Members there

Strong interpersonal skills - you'll constantly be communicating with patients, clinic staff and the rest of our company

The way we work

We're a Series A startup with an incredible amount of work to do, it should be no secret that this is not an easy ride. We've created a supportive but challenging and demanding environment. You need to care, commit and enjoy being outside of your comfort zone. Those that do well are embody our Gaia 4s: Be extraordinary at what you do

Drive or get out of the way

Them, not you

When in doubt, be brave

Salary and Benefits

Here at Gaia, our employees are the foundation of our success. We believe it's super important that you are happy, healthy, and motivated.

As such, on top of a competitive market bench-marked salary, we offer private healthcare, fertility support and other benefits.

On top of this, we offer all employees a set up budget when they join and a personal development budget each year to build upon your skills. We're working hard on our reward and recognition framework to make sure that those who are excelling above and beyond get what they deserve.

Diversity and Inclusion

At Gaia, we believe Diverse and Inclusive teams make better products, more successful businesses and help us to be better people.

Gaia counts 32 employees spanning 10+ different nationalities. Gaia's board of directors is composed of founder Nader AlSalim and 2 women - from Kindred Capital and Leila Zegna from KindredCapital and Terese Hougaard. Women are also well represented at the company's C-suite level (COO, CMO, Chief of Staff) and within Gaia's data and engineering team, a traditionally male dominated field.

We strive to create an organisation that welcomes people and does not discriminate based on race, ethnicity, colour, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran status, genetic information, marital status or any other legally protected status.

If you're eager for a challenge, want to get stuck in and you're ready to make an impact on other people's lives, apply below!

We aim to respond to all applicants within 1 week. There is no deadline for the application, our Member Growth role will be live until filled.