Senior Member Services Associate

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 Senior Member Services Associate who will manage complex member support issues focused on Maven Wallet and Maven’s Managed Benefit to ensure a streamlined and high-quality service experience for our members. As a Senior Member Services Associate at Maven, you will: Address tier 2 and tier 3 (and occasionally tier 1, as needed) issues related to payments, fertility benefits, and other benefits issues, including benefits design and navigation, especially regarding fertility medical and pharmacy benefits Review and process complex claims related to Maven’s fertility treatments, procedures and applicable medications, and expenses related to additional paths to parenthood in accordance with company policies and benefits plan designs Contact third parties and members to facilitate timely and accurate payments, resolve payment disputes, and ensure that patients and providers receive detailed, clear and accurate communications regarding claims and collections Handle escalations related to our payments product and our fertility managed services benefit via phone calls, messaging, or live chat with members. Ensure claims are accurately and compliantly documented and filed and oversee documentation and filing by other team members. Develop documentation, reporting, and strategies, including maintaining detailed and organized records of claims, collections activities, and correspondence Update and maintain program overviews for clients that detail their Wallet benefits Work with other departments to ensure a smooth and efficient reimbursement process Stay up-to-date on changes in reimbursement policies and ensure those are communicated to the larger team. Qualifications for this role include the following: 3+ years of member-facing experience in benefits management or insurance operations, ideally including fertility space  Prior experience and/or comfort engaging in both written and verbal communication with customers Substantial prior history focusing on claims and collections, including back-end operations and customer-facing support Strong customer service orientation, with a demonstrated ability to serve as an escalation point for complex, high-profile issues Excellent communication skills; this includes written and spoken communication Strong understanding of medical billing, coding, insurance claims processing, and revenue cycle management Proficient in using relevant software and tools for claims and collection management 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 required  Verbal and written fluency in Spanish is a plus 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 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 .