Member Services Associate (Fertility Focus)

| New York, NY, USA | Remote | Hybrid
Employer Provided Salary: 48,000-65,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
Sorry, this job was removed at 3:04 p.m. (EST) on Thursday, April 18, 2024
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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.
We are currently looking for a Member Services Associate who can work the following shift: 3:00pm to 11:30pm EST, Tuesday - Saturday (Sunday, Monday off)
As a Member Services Associate at Maven, you will:

  • Answer tier 1 and tier 2 inquiries related to 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
  • Be prepared to handle SEV 3 and below issues, according to the Maven member experience escalations framework.
  • 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


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)
  • 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.
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 [email protected]). 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: [email protected] . For general and additional inquiries, please contact us at [email protected] .

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Technology we use

  • Engineering
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Location

While downtown NYC is home base—close to SoHo’s best spots, and subway and PATH trains—Mavens are everywhere thanks to our hybrid work model.

What are Maven Clinic Perks + Benefits

Maven Clinic Benefits Overview

In addition to these listed benefits, our Maven for Maven program offers all of our employees free access to Maven, reimbursement in Maven Wallet for costs related to egg freezing, fertility, adoption, or surrogacy, and a yearly credit to distribute to friends and family.

Culture
Volunteer in local community
Partners with nonprofits
OKR operational model
Team based strategic planning
Open office floor plan
Hybrid work model
Employee awards
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Mean gender pay gap below 10%
Diversity employee resource groups
Including Black at Maven, Underrepresented Gender Identities in Tech (UGIIT), Somos (Hispanic-Latine at Maven), and LGBTQtiez. We also have less formal (by employee choice) employee cultural spaces.
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Transgender health care benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Child Care & Parental Leave
Childcare benefits
Flexible scheduling and a $1k annual stipend for back-up childcare
Generous parental leave
16 weeks parental leave, plus a ramp-back plan with extra flexible work options for your first weeks back.
Family medical leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Fertility benefits
Vacation + Time Off
Unlimited vacation policy
Generous PTO
Sabbatical
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Fitness stipend
Home-office stipend for remote employees
Professional Development
Job training & conferences
Lunch and learns
Promote from within
Continuing education stipend
Customized development tracks

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