About Zaya:

Zaya Care is a venture-backed startup with a mission to establish a new standard of affordable prevention and recovery care, beyond the hospital setting. Zaya champions the voices of small private practices in an industry dominated by large health systems. Through strategic partnerships with insurance carriers and our technology platform, we eliminate the risk and administrative hurdles associated with insurance, enabling entrepreneurial providers to launch and grow successful in-network practices, ultimately increasing access to affordable healthcare across the US.

About the role:

As Zaya’s Senior RCM Support Associate, you’ll be the first line of support for our practices—troubleshooting issues across eligibility, claims, and the portal, coordinating with internal teams, and ensuring providers get clear, accurate, and timely answers. You’ll not only resolve day-to-day inquiries but also strengthen the systems behind them by documenting solutions, identifying recurring issues, tightening workflows, and proposing improvements that reduce future support volume.

Reporting directly to the COO, you’ll act as a bridge between practices and internal teams, giving you visibility into company-wide priorities and the opportunity to shape Zaya’s operational foundation. This role is ideal for someone who thrives in ambiguity, digs into details, communicates with empathy, and takes pride in creating clarity.

At Zaya, our team is action-oriented, egoless, and highly communicative, with a deep commitment to our mission and our customers. We’re a small team, and each person plays a meaningful role. Everything you do here will directly impact provider satisfaction, trust, and our ability to scale.

Responsibilities:

Provider Support & Issue Resolution

• 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

Operational Excellence

• 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

Cross-Functional Collaboration

• 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

Customer Experience & Communication

• 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

About you:

• 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.
• Bonus: You've worked with practice owners or clinicians, especially in a fast-moving or startup environment.

Benefits and compensation:

• Salary of $70,000 - $85,000
• Medical, Dental and Vision Insurance
• Unlimited PTO and company wide week off during winter holidays
• Opportunity for impact: As an early team member joining during Seed stage, you’ll be an integral player in bringing our vision to life.

Our values:

• Move with urgency and focus: We act quickly and prioritize what matters most. Speed is important, but never at the cost of clarity or impact.
• Own the outcome, start to finish: You are accountable for delivering results. If something’s off track, raise it early and drive it to resolution.
• Be the expert in your craft: Strive to deeply understand your domain. Aim to be the person others turn to for insight, execution, and leadership.
• Work as one aligned team: We collaborate closely, communicate openly, and support each other. Success is shared, not siloed.
• Feedback fuels excellence: If something’s unclear, off-track, or going well - say it early and with care. We name issues before they fester, assume good intent, and stay open when feedback comes our way. It’s how we grow, improve and build a culture of trust.
• Build for continuity: Set up your work so the team can succeed even if you're out. Strong systems don’t rely on one person. They create long-term clarity, consistency, and impact.

Equal Opportunity Employment Notice

Zaya Care is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.