Member Services Associate

Back to jobs Member Services Associate Remote Apply 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 & midlife. More than 2,000 employers and health plans trust Maven's end-to-end platform to improve clinical outcomes, reduce healthcare costs, and provide equity in benefits programs. Recognized for innovation and industry leadership, Maven has been named to the Time 100 Most Influential Companies, CNBC Disruptor 50, Fast Company Most Innovative Companies, and FORTUNE Best Places to Work. Founded in 2014 by CEO Kate Ryder, Maven has raised more than $425 million in funding from top healthcare and technology investors including General Catalyst, Sequoia, Dragoneer Investment Group, Oak HC/FT, StepStone Group, Icon Ventures, and Lux Capital. To learn more about Maven, visit us at mavenclinic.com.  An award-winning culture working towards an important mission –  Maven Clinic is a recipient of over 30 workplace and innovation awards, including:  Fortune Change the World (2024) CNBC Disruptor 50 List (2022, 2023, 2024)  Fortune Best Workplaces for Millennials (2024) Fortune Best Workplaces in Health Care (2024) TIME 100 Most Influential Companies (2023) Fast Company Most Innovative Companies (2020, 2023) Built In Best Places to Work (2023) Fortune Best Workplaces NY (2020, 2021, 2022, 2023, 2024) Great Place to Work certified (2020, 2021, 2022, 2023, 2024) Fast Company Best Workplaces for Innovators (2022) Built In LGBTQIA+ Advocacy Award (2022) Maven is seeking a Member Services Associate who is deeply customer-focused, highly empathetic, and brings sharp subject matter expertise to every interaction.  In this role, you’ll be the first point of contact for our members, delivering clear, compassionate support with efficiency and precision. Whether assisting with fertility benefits, navigating insurance reimbursements, or managing claims documentation, you’ll combine keen attention to detail with a service-first mindset to ensure every member feels seen, supported, and confident throughout their journey. You’ll engage with members across multiple channels—messaging, live chat, and phone—and provide assistance with insurance claims processing and documentation. This role requires strong communication skills, empathy, attention to detail, and the ability to work in a fast-paced, member-focused environment. We’re seeking a candidate who thrives in a service-oriented role and is passionate about supporting people through meaningful health journeys. Our Member Services team works remotely and supports Maven members 7 days/week. We are currently hiring for the following shifts:  Monday - Thursday 1 PM - 9:30 PM EST; Sunday 9 AM - 5:30 PM EST Monday - Thursday 8:30 AM - 5 PM EST; Sunday 9 AM - 5:30 PM EST Tuesday - Friday 8:30 AM - 5 PM EST; Saturday 9 AM - 5:30 PM EST As a Member Services Associate at Maven, you will be responsible for: Engaging with Maven members over messaging, live chat and phones. Associates may be asked to focus on outbound calls/messages around technical issues and general Maven questions based on volume. Answer non-complex inquiries related to our fertility managed services benefit and benefits design/navigation within target response times and with high member satisfaction   Support insurance reimbursement and payments processes by guiding members on documentation, processing receipts, and resolving Maven Wallet-related issues Assisting members with ensuring relevant documentation is submitted for reimbursement requests Processing receipts submitted by members for reimbursement across all areas of the Maven Wallet product Following relevant procedures for the translation of material relevant to process reimbursements for international Wallet tickets Creating and/or maintaining member-facing program overviews and other key internal resources Triaging tickets in the Wallet queue to ensure streamlined service and fast response times based on member Wallet requests/issues Providing general support to members regarding common Maven Wallet member issues Assisting with basic operational work related to Wallet as the need arises Assist other frontline staff with answering frequent questions related to our payments, fertility programs/benefits, and benefits navigation Be prepared to assist with member reported issues, provide initial response to the member, and triage according to the Maven member experience escalations framework Must have availability to work a flexible schedule, including morning, evening, weekend, and holiday shifts, based on business needs. Minimum Qualifications: 1–2 years of member-facing experience in customer support, preferably within the fertility benefits, healthcare, or insurance space Strong understanding of insurance processes, including benefits structures and medical claims workflows Experience with claims processing and reimbursement, including reviewing documentation and supporting payment resolution Meticulous attention to detail Strong customer service orientation High degree of empathy in dealing with sensitive topics 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 Strong written and verbal communication skills Preferred Qualifications:   Experience in healthcare, financial services, and/or claims  Prior experience managing payments Bachelor’s degree or equivalent experience Verbal and written fluency in Spanish (preferred, not required) For candidates in NYC, CO, or CA, the base salary range for this role is $55,000-65,000 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. Benefits That Work For You Our benefits are designed to support your health, well-being and career development, helping you thrive both personally and professionally. We remain focused on providing a competitive benefits package for our employees. On top of standards such as employer-covered health, dental, and insurance plan options, we offer an inclusive approach to benefits: Maven for Mavens: access to the full platform and specialists, including care for mental health, reproductive health, family planning and pediatrics. Whole-self care through wellness partnerships Hybrid work, in office meals, and work together days  16 weeks 100% paid parental leave and new parent stipend (for Mavens who've been with us for 1 year+) Annual professional development stipend and access to a personal career coach through Maven for Mavens 401K matching for US-based employees, with immediate 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. 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