Two Chicks With A Side Hustle

Maven is the world’s largest virtual clinic for women and families on a mission to make healthcare work for all of us. Maven’s award-winning digital programs provide clinical, emotional, and financial support all in one platform, spanning fertility & family building, maternity & newborn care, parenting & pediatrics, and menopause. Employers and health plans trust Maven’s end-to-end platform to improve clinical outcomes, reduce healthcare costs, and provide equity in benefits programs. Founded in 2014 by CEO Kate Ryder, Maven has raised $300 million in funding from top healthcare and technology investors including General Catalyst, Oak HC/FT, Sequoia, Dragoneer Investment Group, and Lux Capital.

An award-winning culture working towards an important mission – Maven Clinic is a recipient of over 30 workplace and innovation awards, including:
TIME 100 Most Influential Companies (2023)
CNBC Disruptor 50 List (2022, 2023)
Fast Company Most Innovative Companies (2020, 2023)
Built In Best Places to Work (2023)
Fortune Best Workplaces NY (2020, 2021, 2022, 2023)
Great Place to Work certified (2020, 2021, 2022, 2023)
Fast Company Best Workplaces for Innovators (2022)
Built In LGBTQIA+ Advocacy Award (2022)
Maven is looking for a Member Services Associate who will be a key frontline member of the Member Services Team focused on ensuring that members are supported during their use of Maven Wallet and their fertility journeys specifically, especially when it comes to reducing the financial anxiety associated with fertility treatments.

As a Member Services Associate at Maven, you will:

Answer tier 1 and tier 2 inquiries related to our payments product, our fertility managed services benefit, and benefits design/navigation within target response times and with high member satisfaction
Engage with Maven members over both written (messaging/live chat) channels, as well as phone conversations (inbound and outbound)
Assist and coach other frontline staff with answering frequent questions related to our payments, fertility programs/benefits, and benefits navigation
Investigate and address claims-related issues and benefits inquiries to ensure a speedy resolution for our members
Proactively follow-up with Maven members to answer additional questions or check-in regarding their experience
Answer non-clinical questions from members about basic fertility treatment procedures and options, differences between treatment types, medications used, showcasing an awareness of the fertility space
Assist with updating content, communications, articles, SOPs, et cetera to help develop a robust self-serve library for agents and members alike
Serve in a supporting capacity as-needed to assist with key operational needs for our reimbursement and fertility programs
Update and maintain program overviews for clients that detail their Wallet benefits
Ensure claims are accurately and compliantly documented and filed
Relay member insights to management to improve product development, team processes, and workflows
Qualifications for this role include the following:

1-2 years of member-facing experience in benefits management or insurance
Prior experience and/or comfort engaging in both written and verbal communication with customers
Prior awareness of claims and collections from a customer service or operations standpoint
Demonstrated ability to navigate complex conversations
Strong customer service orientation
Ability to develop creative solutions to solve customer problems, to stay calm under pressure, and to put customers at ease
Ability to communicate with empathy and clarity, both with customers and your teammates, in both written and verbal communication
Proficient in Google Workspace tools
Ability to work independently and as part of a team
Strong organizational skills; demonstrated ability to multi-task and manage time effectively
Bachelor’s degree or equivalent experience is a plus
Verbal and written fluency in Spanish is a plus
At Maven we believe that a diverse set of backgrounds and experiences enrich our teams and allow us to achieve above and beyond our goals. If you do not have experience in all of the areas detailed above, we hope that you will share your unique background with us in your application and how it can be additive to our teams.

Benefits & Perks:

We are reimagining what a supportive workplace looks like, from the inside out. On top of standards such as employer-covered health, dental, and insurance plan options, and generous PTO, we offer an all-of-you, inclusive approach to benefits:

Maven for Mavens: access to the full platform and specialists, including care for everything from mental health, reproductive health, family planning, pediatrics.
Whole-self care through wellness partnerships
Weekly breakfast, lunch, and get-togethers
16 weeks 100% paid parental leave, flexible time upon return, and $1.5K/mo for 2 months, new parent stipend (for Mavens who’ve been with us at least six months)
Udemy, annual professional development stipend, and access to a personal career coach through Maven
401K matching for US-based employees (immediately vesting)
These benefits are applicable to Maven Clinic Co., US-based, full-time employees only. 1099/Contract Providers are ineligible for these benefits.

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