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Maven Clinic · 3 days ago

Manager, Member Services

United States

Full-time

Remote

Mid, Senior Level

$106K/yr - $115K/yr

5+ years exp

Maven is the world's largest virtual clinic for women and families, aiming to improve healthcare access and outcomes. The Manager, Member Benefit Services will lead a team focused on providing expert support in fertility benefits, handling complex financial and billing issues, and ensuring high-quality care for members.

FamilyHealth CaremHealthWomen's

Comp. & Benefits

No H1B

Responsibilities

Conduct regular one-on-ones, performance reviews, and development planning to promote employee growth and high-impact performance across a team of Member Services Associates and Senior Associates

Act as the primary escalation point for member issues and complex fertility-related financial and billing issues, driving problems to resolution while managing communication with key stakeholders

Learn the ins and outs of Maven’s business and the day-to-day Member Benefit Services team responsibilities, diving in to directly master our various communication channels and reimbursement processes

Lead by example to ensure a culture focused on empathetic care, ensuring that the needs of our members are met in an exceptional manner

Directly answer member inquiries on inbound/outbound calls and Zendesk messages in times of high volume or during staffing gaps

Use your continuous improvement mindset to define and iterate on processes, making positive enhancements to drive efficiency, value, and accountability toward KPIs

Ensure team performance metrics are met; including but not limited to: productivity, response time, NPS, and CSAT

Report on MBS team metrics, KPIs, OKRs, to the director of MBS as well as cross functionally

Facilitate the team’s alignment with broader organizational objectives and effectively lead through change

Review, maintain, and create MBS team SOPs, workflows, and communications to the team to ensure understanding and alignment on MBS team processes

Collaborate cross-functionally with our Care Delivery/Advocacy, Support, Operations, Product, Data, Provider Operations, Payment, Engineering, and Client Success teams

Coordinate new hire training and take an active role in the success of new employees during onboarding and training

Perform other duties as assigned

Qualification

Fertility benefits expertiseCustomer service operationsTeam leadershipInsurance coordinationPerformance metrics analysisEmpathyCoachingData-driven decision-makingMotivating teamsStartup experienceZendesk experienceSpanish fluencyProblem-solvingCommunication skillsFlexibilityMentoring

Required

5–7 years of experience in Customer Service Operations, including team leadership roles

3+ years of experience managing teams of 10+ in a service/support environment

2+ years of direct experience resolving complex fertility financial and benefits billing issues, including coordination with payers and employer-sponsored benefit plans

1–3 years of experience in managed healthcare, insurance, or employer benefits

Strong track record of mentoring and coaching team member

Flexibility and experience managing in fast-paced, high-growth environments

Experience managing inbound and outbound call support, email or app-based written support

Track record of driving improvement with impactful and measurable results

Demonstrated ability to analyze performance metrics to identify trends, root causes, and improvement opportunities; uses data-driven insights to proactively solve problems and drive operational excellence

A strong sense of empathy applied to direct reports, members, and cross functional business partners

Savvy business judgment and the ability to support data-driven, results-oriented decision-making

Experience in motivating a team to achieve KPIs, drive efficiency, and managing change

The ability to create order from chaos and a willingness to roll up your sleeves to solve challenging problems directly