Member Care Coordinator

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 spread across US and UK. 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


• Feedback learnings and insight from prospect communication to develop our product offering


• Act as a point of contact for clinic staff at your assigned clinic
  
  

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, authorization and request outcome reporting throughout treatment


• Effectively carry out processes to track prospects and share data with clinics


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

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

• Previous experience working in fertility is required


• 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


• 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
  
  

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.