Senior Member Services Specialist

1 month, 1 week ago
Full-time
Senior
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 complex cases end to end, including appeals, denied claims or applications, coverage loss, COBRA, deductible disputes, and urgent care needs.
  • Handle member calls involving specialty workflows and sensitive or previously escalated conversations.
  • Investigate case histories, identify breakdowns, and provide actionable answers rather than status updates.
  • Explain coverage, eligibility, and reimbursement rules clearly and accurately.
  • Coordinate with Jira, Compliance, clinics, and benefits administrators to resolve cases.
  • Communicate timelines and updates to members throughout cases that take days or weeks.
  • Balance complex escalations with general support requests across programs and channels.
  • Escalate or hand off cases appropriately with complete context and follow through to closure.
  • Identify recurring member issues and recommend practical process improvements.
  • Work assigned shifts, including evenings, overnights, weekends, and holidays.

Requirements

  • Experience with claims, appeals, reimbursement, or payments preferred.
  • Experience with fertility benefits, specialty healthcare, or financial operations preferred.
  • Experience using Zendesk, Jira, and Slack preferred.
  • Experience mentoring peers or supporting quality assurance programs preferred.
  • Spanish fluency, written and verbal, preferred.
  • Active US work authorization required.
  • Ability to work one of the specified EST shifts, including possible evenings, overnights, weekends, and holidays.
  • Strong judgment in distinguishing issues that can be resolved independently from those requiring escalation.

Benefits

  • Base salary of $82,000–$96,000 per year, plus equity and benefits.
  • Employer-covered health, dental, and insurance plan options.
  • Remote-friendly and flexible work environment with collaboration tools and work-together days.
  • Access to Maven’s care platform, including mental health, reproductive health, family planning, and pediatric specialists.
  • Wellness partnerships and whole-person care resources.
  • 16 weeks of 100% paid parental leave and a new-parent stipend for eligible employees.
  • 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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