Maven Clinic · 5 days ago
Member Services Senior Associate
United States
Full-time
Remote
Entry, Mid Level
$68K/yr - $80K/yr
2+ years expMaven is the world's largest virtual clinic for women and families, dedicated to making healthcare accessible for all. They are seeking a Member Services Senior Associate to serve as a trusted contact for members, resolving inquiries related to benefits and payment workflows while ensuring a high-quality experience. The role involves managing complex member journeys, supporting operational initiatives, and contributing to process improvements.
FamilyHealth CaremHealthWomen's
No H1B
Responsibilities
Independently resolve a broad range of member inquiries across Maven Managed Benefits, fertility programs, and Maven Wallet workflows while meeting defined response time, quality, and satisfaction standards
Interpret and clearly explain benefits design, eligibility, and coverage to members, identifying edge cases and ensuring alignment with plan rules and member context
Manage end-to-end reimbursement and payment workflows, including reviewing documentation, identifying discrepancies, guiding members on next steps, and ensuring accurate processing
Apply judgment to prioritize and triage tickets based on urgency, member impact, and downstream operational or financial risk
Navigate multiple internal systems to investigate issues, document case activity, and ensure accurate resolution across interconnected workflows
Determine when issues require escalation versus independent resolution and route cases appropriately using Maven’s member experience escalation framework
Support members through complex or sensitive situations with clarity, empathy, and professionalism
Serve as a go-to resource for peers by answering questions related to benefits navigation, payments, and Wallet workflows
Contribute to the creation and maintenance of internal and member-facing documentation, program overviews, and workflow guidance
Identify patterns in member issues and surface insights or improvement opportunities to team leads and cross-functional partners
Support operational initiatives and ad hoc projects related to benefits, reimbursements, or payments as business needs evolve
Maintain flexibility to work across assigned shifts, including evenings, weekends, and holidays, as required
Qualification
Required
2+ years of experience in a member-facing or customer support role within healthcare, insurance, financial services, or another process-driven environment
Demonstrated ability to independently manage complex, multi-step workflows with accuracy and attention to detail
Experience interpreting benefits, claims, reimbursements, or policy-driven rules, or the demonstrated ability to learn quickly in regulated environments
Strong written and verbal communication skills with the ability to explain complex information clearly and compassionately
High degree of empathy and discretion when supporting members through sensitive topics
Proven ability to prioritize work, manage ambiguity, and exercise sound judgment within defined guidelines
Comfort navigating multiple systems and tools simultaneously
Proficiency with Google Workspace tools
Preferred
Experience supporting benefits navigation, claims, reimbursements, or payments workflows
Experience in healthcare, fertility benefits, or financial operations environments
Zendesk & Slack experience
Demonstrated peer mentorship or informal leadership experience
Bachelor's degree or equivalent practical experience
Verbal and written fluency in Spanish
Benefits
Maven for Mavens: access to the full platform and specialists, including care for mental health, reproductive health, family planning and pediatrics.
Whole-self care through wellness partnerships
Hybrid work, in office meals, and work together days
16 weeks 100% paid parental leave and new parent stipend (for Mavens who've been with us for 1 year+)
Annual professional development stipend and access to a personal career coach through Maven for Mavens
401K matching for US-based employees, with immediate vesting
Company
Maven Clinic
Maven is a digital health platform that works with health plans and employers to offer virtual services for women’s and family health.
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$417.1MKey Investors
StepStone GroupGeneral CatalystIcon Ventures
2024-10-08Series F· $125M
2022-11-14Series E· $90M
2021-08-17Series D· $110M
Leadership Team
Kate Ryder
Founder & CEO
Julia Marley-Rappoport
VP, Strategic Finance
Recent News
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