Be the calm, capable point person who helps members navigate benefits, reimbursements, and payments without getting bounced around. This role is for someone who can work complex cases end to end, use good judgment inside clear guardrails, and keep the member experience clean and compassionate.
About Maven Clinic
Maven is the world’s largest virtual clinic for women and families, offering clinical, emotional, and financial support across fertility and family building, maternity and newborn care, parenting and pediatrics, and menopause and midlife. Thousands of employers and health plans use Maven to improve outcomes, reduce costs, and expand equitable access to care.
Schedule
- Fully remote (United States)
- Member Services supports members 7 days per week
- Hiring for these shifts (EST):
- Mon–Fri 8:30 AM – 5:00 PM
- Mon–Fri 1:00 PM – 9:30 PM
- Sun–Thurs 1:00 PM – 9:30 PM (Sunday: 9:00 AM – 5:30 PM)
- Tues–Sat 9:00 AM – 5:30 PM
- Must be flexible for evenings, weekends, and holidays as required
- Must have active US work authorization
- Open to candidates in: AZ, DC, DE, FL, GA, HI, IL, KS, MA, MD, ME, MI, MN, NC, NJ, NM, NV, NY, OH, OR, PA, SC, TN, VA, VT, WI
- Pay: $68,000 – $80,000 base salary (plus stock options and benefits; final pay based on experience, qualifications, and skillset)
What You’ll Do
- Independently resolve member inquiries across Maven Managed Benefits, fertility programs, and Maven Wallet while meeting response time, quality, and satisfaction standards
- Explain benefits design, eligibility, and coverage clearly, including edge cases, with plan rules and member context in mind
- Manage reimbursement and payment workflows end to end: review documentation, spot discrepancies, guide members on next steps, and ensure accurate processing
- Triage and prioritize work by urgency, member impact, and operational or financial risk
- Investigate issues across multiple internal systems, document case activity, and ensure clean resolution across connected workflows
- Decide what you can resolve solo vs what needs escalation, using the escalation framework correctly
- Support members through sensitive situations with empathy, clarity, and professionalism
- Serve as a go-to resource for peers (benefits navigation, payments, Wallet workflows)
- Help build and maintain internal and member-facing documentation, program overviews, and workflow guidance
- Spot patterns in issues and flag improvement opportunities to leads and cross-functional partners
- Support operational initiatives and ad hoc projects tied to benefits, reimbursements, or payments
What You Need
- 2+ years in member-facing or customer support within healthcare, insurance, financial services, or another process-driven environment
- Proven ability to manage complex, multi-step workflows with accuracy and attention to detail
- Experience interpreting benefits, claims, reimbursements, or policy-driven rules, or a strong track record learning regulated workflows fast
- Strong written and verbal communication (you can explain complicated things in plain language)
- High empathy and discretion for sensitive topics
- Strong prioritization skills and sound judgment in ambiguous situations
- Comfort working across multiple tools/systems at once
- Proficiency in Google Workspace
Preferred
- Benefits navigation, claims, reimbursements, or payment workflow experience
- Healthcare, fertility benefits, or financial operations experience
- Zendesk and Slack experience
- Peer mentorship or informal leadership experience
- Bachelor’s degree or equivalent practical experience
- Spanish fluency (spoken and written)
Benefits
- Employer-covered health, dental, and insurance plan options
- Stock options
- Maven for Mavens: platform access plus specialists (mental health, reproductive health, family planning, pediatrics)
- Wellness partnerships
- 16 weeks 100% paid parental leave (after 1 year) plus new parent stipend
- Annual professional development stipend
- Personal career coach access through Maven for Mavens
- 401(k) matching with immediate vesting (US-based employees)
If you want my honest take: this one reads like a “premium support operator” role. Not just taking calls, but owning messy cases with money and benefits involved. If that’s your strength, it’s a solid lane.
Happy Hunting,
~Two Chicks…