Zaya Care · 1 month ago
Senior Customer Support Associate
United States
Full-time
Remote
Senior Level
$70K/yr - $85K/yrZaya Care is a venture-backed startup with a mission to establish a new standard of affordable prevention and recovery care. As a Senior Customer Support Associate, you will provide first-line support for practices, troubleshoot issues, and enhance operational processes to improve provider satisfaction and trust.
Health CareHealth InsuranceInformation TechnologyWellness
Responsibilities
Serve as the primary point of contact for provider support inquiries across claims, eligibility, and the Zaya portal
Troubleshoot issues end-to-end by gathering context, reviewing data, reproducing problems, and delivering clear, accurate resolutions
Ensure every inquiry receives a timely response and follow-through — nothing slips through the cracks
Escalate complex issues to RCM, Product, or Operations when needed, providing clear summaries and expected outcomes
Leverage strong RCM and billing knowledge to independently resolve most claim, remit, and eligibility-related questions without requiring escalation
Maintain high-quality documentation of support inquiries, solutions, and edge cases to build a growing internal knowledge base
Identify recurring patterns or process gaps and partner with internal teams to address root causes, not just symptoms
Track support SLAs, response times, and resolution quality to ensure providers consistently receive a reliable experience
Help refine internal workflows to reduce manual work and improve accuracy across support operations
Work closely with RCM to investigate claim-related questions and ensure practices understand next steps
Partner with Provider Success to provide context on provider issues, risks, and opportunities for deeper engagement
Collaborate with Product by sharing insights and capturing bugs or usability challenges surfaced through support
Communicate with empathy, clarity, and transparency, especially when issues require multi-step resolution
Help set expectations for providers around timelines, processes, and next steps across Zaya’s workflows
Advocate for providers internally by ensuring their needs are understood, surfaced, and prioritized when appropriate
Deliver a high-touch support experience that builds trust and reinforces Zaya’s reliability
Qualification
Required
You've supported customers in a fast-paced environment and know how to manage a high volume of inquiries without dropping the ball
You're comfortable digging into operational details — claims, remits, eligibility responses, payer portals, and billing workflows don't intimidate you
You have enough RCM and billing knowledge to independently resolve most provider questions without needing constant escalation
You're used to working without a playbook and take pride in building processes, documentation, and systems that others can rely on
You write clearly, communicate proactively, and know how to translate complex issues into simple, actionable answers
You know how to navigate ambiguity, track down answers across teams, and close the loop every time
You care about delivering a great experience for clinicians and small practices, and you can adapt your communication style based on the situation
You're organized, detail-oriented, and comfortable juggling competing priorities while keeping response quality high
Preferred
You've worked with practice owners or clinicians, especially in a fast-moving or startup environment
Benefits
Medical, Dental and Vision Insurance
Unlimited PTO and company wide week off during winter holidays
Company
Zaya Care
Empowering private practices to thrive by accepting insurance at rewarding terms.
Founded in 2021
2-10 employees
Funding
Current Stage
Early StageTotal Funding
$7.6MKey Investors
Inspired Capital Partners
2022-03-09Seed· $7.6M
2021-03-01Pre Seed
Leadership Team
Leoni Runge
Founder & CEO
Recent News
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2023-03-13
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