Member Services Associate (Remote)

Remote

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 & midlife. More than 2,000 employers and health plans trust Maven's end-to-end platform to improve clinical outcomes, reduce healthcare costs, and provide equity in benefits programs. Recognized for innovation and industry leadership, Maven has been named to the Time 100 Most Influential Companies, CNBC Disruptor 50, Fast Company Most Innovative Companies, and FORTUNE Best Places to Work. Founded in 2014 by CEO Kate Ryder, Maven has raised more than $425 million in funding from top healthcare and technology investors including General Catalyst, Sequoia, Dragoneer Investment Group, Oak HC/FT, StepStone Group, Icon Ventures, and Lux Capital. To learn more about Maven, visit us at mavenclinic.com. 

An award-winning culture working towards an important mission – Maven Clinic is a recipient of over 30 workplace and innovation awards, including: 

• Fortune Change the World (2024)
• CNBC Disruptor 50 List (2022, 2023, 2024) 
• Fortune Best Workplaces for Millennials (2024)
• Fortune Best Workplaces in Health Care (2024)
• TIME 100 Most Influential Companies (2023)
• Fast Company Most Innovative Companies (2020, 2023)
• Built In Best Places to Work (2023)
• Fortune Best Workplaces NY (2020, 2021, 2022, 2023, 2024)
• Great Place to Work certified (2020, 2021, 2022, 2023, 2024)
• Fast Company Best Workplaces for Innovators (2022)
• Built In LGBTQIA+ Advocacy Award (2022)

As a Member Services Associate at Maven, you will be responsible for:

• Engaging with Maven members over messaging, live chat and phones. Associates may be asked to focus on outbound calls/messages around technical issues and general Maven questions based on volume.
• Answer non-complex inquiries related to our fertility managed services benefit and benefits design/navigation within target response times and with high member satisfaction  
• Answering contacts related to Maven Wallet and payments-related member issues
• Assisting members with ensuring relevant documentation is submitted for reimbursement requests
• Processing receipts submitted by members for reimbursement across all areas of the Maven Wallet product
• Following relevant procedures for the translation of material relevant to process reimbursements for international Wallet tickets
• Creating and/or maintain member-facing program overviews and other key internal resources
• Triaging tickets in the Wallet queue to ensure streamlined service and fast response times based on member Wallet requests/issues
• Providing general support to members regarding common Maven Wallet member issues
• Assisting with basic operational work related to Wallet as the need arises
• Assist other frontline staff with answering frequent questions related to our payments, fertility programs/benefits, and benefits navigation
• Be prepared to assist with member reported issues, provide initial response to the member, and triage according to the Maven member experience escalations framework

We're looking for you to bring:

• 1-2 years of member-facing experience in support in the fertility benefits space (experience in healthcare, financial services and/or claims may be acceptable in lieu of direct fertility benefit navigation)
• Must be located in the United States (role is remote)
• Meticulous attention to detail
• Strong customer service orientation
• High degree of empathy in dealing with sensitive topics
• 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
• Strong written and verbal communication skills
• Prior experience managing payments
• Bachelor’s degree or equivalent experience
• Verbal and written fluency in Spanish

For candidates in NYC, CO, or CA, the base salary range for this role is $48,000-65,000 per year. You will also be entitled to receive stock options and benefits. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset.

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)
• 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. 

Maven is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Maven is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Maven Clinic interview requests and job offers only originate from an @mavenclinic.com email address (e.g jsmith@mavenclinic.com). Maven Clinic will never ask for sensitive information to be delivered over email or phone. If you receive a scam issue or a security issue involving Maven Clinic please notify us at: security@mavenclinic.com. For general and additional inquiries, please contact us at careers@mavenclinic.com.