Manager, Member Services

1 hour, 18 minutes ago
Full-time
Lead
Customer and Technical Support
Maven Clinic

Maven Clinic

Maven Clinic provides a digital clinic that supports women and families through various paths to parenthood, including pregnancy, fertility, and infant care, while also helping organizations enhance employee retention and health outcomes.

Health Care Providers & Services
251-1K
Founded 2014
$293M raised

Description

  • Manage and develop a team of 10+ Member Services Representatives, including one-on-ones, performance reviews, and development planning.
  • Serve as the primary escalation point for complex fertility-related financial, billing, claims, and reimbursement issues.
  • Directly handle member inquiries via inbound and outbound calls and Zendesk messages during high-volume periods or staffing gaps.
  • Build, review, maintain, and improve SOPs, workflows, and team communications for Member Benefit Services.
  • Monitor and report on team performance metrics, KPIs, and OKRs, including productivity, response time, NPS, and CSAT.
  • Collaborate cross-functionally with Care Delivery/Advocacy, Support, Operations, Product, Data, Provider Operations, Payment, Engineering, and Client Success teams.
  • Coordinate onboarding and training for new hires and support their success during ramp-up.
  • Drive process improvements that increase efficiency, accountability, and service quality.
  • Lead through change while fostering a culture of empathetic care and high performance.
  • Learn and own the day-to-day operations, communication channels, and reimbursement processes of the Member Benefit Services team.

Requirements

  • 5–7 years of experience in Customer Service Operations, including team leadership roles.
  • 3+ years of experience managing teams of 10+ in a service or support environment.
  • 2+ years of direct experience resolving complex fertility financial and benefits billing issues, including coordination with payers and employer-sponsored benefit plans.
  • 1–3 years of experience in managed healthcare, insurance, or employer benefits.
  • Strong track record of mentoring and coaching team members.
  • Experience managing inbound and outbound call support, email, or app-based written support.
  • Demonstrated ability to analyze performance metrics to identify trends, root causes, and improvement opportunities.
  • Experience driving measurable operational improvements and motivating teams to achieve KPIs.
  • Strong empathy and sound business judgment for work with direct reports, members, and cross-functional partners.
  • Bachelor’s degree or equivalent experience.
  • Experience in Zendesk is a plus.
  • Prior experience managing payments is a plus.
  • Verbal and written fluency in Spanish is a plus.
  • Experience managing remote-based employees and teams is a plus.
  • Active work authorization in the US is required.

Benefits

  • Base salary of $106,000–$115,000 per year.
  • Stock options.
  • Employer-covered health, dental, and insurance plan options.
  • Access to Maven’s full platform and specialists, including mental health, reproductive health, family planning, and pediatrics care.
  • Whole-self care through wellness partnerships.
  • Hybrid work with in-office meals and work-together days.
  • 16 weeks of 100% paid parental leave and a new parent stipend for employees with 1+ year of service.
  • Annual professional development stipend and access to a personal career coach.
  • 401(k) matching for US-based employees with immediate vesting.

Interested in this position?

Apply directly on the company website

Apply Now

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