Senior Associate, Resolution Response Team

3 weeks, 5 days ago
Full-time
Mid Level
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

  • Own moderate-to-high complexity member cases across billing, reimbursement, benefits, coordination of benefits, network exceptions, and service breakdowns.
  • Investigate escalations using established triage frameworks, reviewing ticket history, call recordings, client documentation, spending, and reimbursement records.
  • Lead service recovery through proactive outreach, de-escalation, and written confirmation of resolution.
  • Coordinate corrective action across Support, Care Delivery, Client Success, Payment Operations, Network Operations, Product, Engineering, and Legal/Compliance.
  • Communicate with members using approved, empathetic, legally protective language and provide clear case summaries to client success teams.
  • Identify and route legal, compliance, discrimination, and regulatory risks according to severity and escalation protocols.
  • Maintain detailed documentation in Zendesk and escalation trackers using themes, reason codes, and ownership tags.
  • Analyze escalation trends and improve macros, playbooks, and processes to prevent recurrence.

Requirements

  • Bachelor’s degree in Healthcare Administration, Business, Communications, or a related field preferred, or equivalent experience.
  • 3+ years of experience in escalation management, member or customer advocacy, health benefits, or healthcare operations.
  • Experience resolving complex, multi-stakeholder escalations.
  • Knowledge of employer-sponsored benefits, reimbursement and claims workflows, and the fertility or family-building member journey.
  • Familiarity with Zendesk, Jira, Guru, Google Sheets, and Looker.
  • Strong organization, critical thinking, root-cause analysis, and structured case management skills.
  • Excellent written and verbal communication, including de-escalation and explaining complex benefits or billing issues.
  • Sound legal and risk judgment, with the ability to engage Legal, Compliance, or leadership appropriately.
  • Empathetic, composed, resourceful, and comfortable managing high-emotion cases and shifting priorities.
  • Active US work authorization; availability for Monday–Friday, 8:30 a.m.–5:00 p.m. ET hours and occasional weekend coverage.

Benefits

  • Base salary of $98,000–$105,000 annually, plus equity and benefits.
  • Employer-covered health, dental, and insurance plan options.
  • Flexible remote work environment available in listed US states.
  • Access to Maven’s platform and specialists, including mental health, reproductive health, family planning, and pediatric care.
  • Wellness partnerships and whole-person care resources.
  • 16 weeks of fully paid parental leave and a new parent stipend after one year of employment.
  • 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

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