Members Operations Associate (Philippines)

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 organization - this role will evolve as the needs of the team pivot. This is a remote role based in the Philippines.

1. 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
2. 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
3. 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 maximize overlap with our team in London