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Maven Clinic · 13 hours ago

Manager, Member Services – Medication Access & Support Programs

United States

Full-time

Remote

Mid, Senior Level

$106K/yr - $125K/yr

5+ years exp

Maven is the world's largest virtual clinic for women and families on a mission to make healthcare work for all of us. The Manager of Member Services will lead and scale a function supporting a pharmacy-enabled medication access program, focusing on performance outcomes, staffing, and continuous improvement in complex workflows.

FamilyHealth CaremHealthWomen's

Comp. & Benefits

No H1B

Responsibilities

Lead, coach, and develop Team Leads and Member Services Associates

Set clear expectations around quality, productivity, and member experience

Own hiring, onboarding, performance management, and career development

Foster a culture of accountability, empathy, and continuous improvement

Own performance outcomes for medication access including resolution time, pharmacy turnaround, quality scores, and member satisfaction

Ensure consistent execution of pharmacy coordination, insurance navigation, and escalation workflows

Partner with Workforce Management on staffing models, headcount planning, and capacity forecasting

Serve as the primary operational partner for pharmacy vendors, owning escalation patterns, performance issues, and workflow alignment

Collaborate closely with clinical operations, product, legal, and risk teams to resolve systemic issues

Represent Member Services in cross functional forums and planning discussions

Own operational risk management, compliance adherence, and audit readiness for medication access workflows

Serve as escalation owner for high impact, systemic, or cross team issues

Ensure teams adhere to privacy, PHI, and non clinical scope requirements

Identify trends and friction points across pharmacy, insurance, and member workflows

Lead process improvements, tooling enhancements, and documentation updates

Drive change management as partners, policies, and workflows evolve

Support program scaling including new pharmacy partners or expanded offerings

Qualification

Healthcare operationsPharmacy operationsMember servicesPeople managementOperational risk managementProcess improvementCross functional collaborationZendeskFluency in SpanishLeadership skillsCommunication skillsDecision making skills