Members Operations Associate (Philippines)

Our Story

Remaking the way we make families.

Gaia is bringing value-based care to fertility. We focus on improving outcomes for our members through better care and end-to-end support, and believe they should only pay us if successful. We take on the risk so that our clinic partners get paid regardless of outcomes.

Our founder, Nader AlSalim, experienced the challenges of IVF firsthand as he and his wife went through 5 rounds of treatment to conceive their son. He created Gaia to give others the experience he wished he'd had. Today, a Gaia baby is born every 2.6 days, and with an NPS above 80, or Members feel taken care of at every step of their journey.

Our Company Values

Because we're building in an extraordinarily complex space, we need to be unapologetically demanding and single-minded in the pursuit of our goals, while going out of our way to support people. Four values drive everything we do at Gaia:

Them, not you: Do right by our members, be kind, and take one for the team.

Drive or get out of the way: Identify problems, take initiative, and step out of your lane.

When in doubt, be brave: It's the only way to bring about change.

Be extraordinary at what you do: Pursue your craft with excellence and seriousness.

The Role:

The MOA will be an integral part of our Operations team - working closely with our Head of Operations, Finance Associate and Member Manager. You will be wearing many hats across multiple part of our operations. We are an agile team within a dynamic organisation - this role will evolve as the needs of the team pivot. This is a remote role based in the Philippines.

• Members support and care
• 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
• Membership management
• 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
• Clinic payments and support
• 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.
  

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

• 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.
  
  

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 38 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! We aim to respond to all applicants within 1-2 weeks. There is no deadline for the application, the role will be live until filled.