Member Services Senior Associate

Back to jobs New Member Services Senior 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 Senior Associate who brings strong customer judgment, operational rigor, and the ability to navigate complex benefits and payment workflows with confidence and care. In this role, you will serve as a trusted point of contact for members, independently resolving the majority of inquiries across Maven Managed Benefits, fertility programs, and Maven Wallet. This role is designed for operators who can learn complex systems quickly, apply sound judgment within defined guardrails, and support members through sensitive and nuanced situations. You will manage multi-step member journeys end to end, contribute to shared knowledge and process improvements, and help ensure a consistent, high-quality member experience across channels. Our Member Services team works remotely and supports Maven members 7 days/week. We are currently hiring for the following shifts:  Monday - Friday 8:30am - 5pm EST Monday - Friday 1pm - 9:30pm EST Sunday - Thursday: 1pm - 9:30am EST (Sunday: 9:00 AM – 5:30 PM EST) Tuesday - Saturday: 9am - 5:30pm EST As a Member Services Senior Associate at Maven, you will be responsible for: Independently resolve a broad range of member inquiries across Maven Managed Benefits, fertility programs, and Maven Wallet workflows while meeting defined response time, quality, and satisfaction standards Interpret and clearly explain benefits design, eligibility, and coverage to members, identifying edge cases and ensuring alignment with plan rules and member context Manage end-to-end reimbursement and payment workflows, including reviewing documentation, identifying discrepancies, guiding members on next steps, and ensuring accurate processing Apply judgment to prioritize and triage tickets based on urgency, member impact, and downstream operational or financial risk Navigate multiple internal systems to investigate issues, document case activity, and ensure accurate resolution across interconnected workflows Determine when issues require escalation versus independent resolution and route cases appropriately using Maven’s member experience escalation framework Support members through complex or sensitive situations with clarity, empathy, and professionalism Serve as a go-to resource for peers by answering questions related to benefits navigation, payments, and Wallet workflows Contribute to the creation and maintenance of internal and member-facing documentation, program overviews, and workflow guidance Identify patterns in member issues and surface insights or improvement opportunities to team leads and cross-functional partners Support operational initiatives and ad hoc projects related to benefits, reimbursements, or payments as business needs evolve Maintain flexibility to work across assigned shifts, including evenings, weekends, and holidays, as required Minimum Qualifications: 2+ years of experience in a member-facing or customer support role within healthcare, insurance, financial services, or another process-driven environment Demonstrated ability to independently manage complex, multi-step workflows with accuracy and attention to detail Experience interpreting benefits, claims, reimbursements, or policy-driven rules, or the demonstrated ability to learn quickly in regulated environments Strong written and verbal communication skills with the ability to explain complex information clearly and compassionately High degree of empathy and discretion when supporting members through sensitive topics Proven ability to prioritize work, manage ambiguity, and exercise sound judgment within defined guidelines Comfort navigating multiple systems and tools simultaneously Proficiency with Google Workspace tools Preferred Qualifications:   Experience supporting benefits navigation, claims, reimbursements, or payments workflows Experience in healthcare, fertility benefits, or financial operations environments Zendesk & Slack experience Demonstrated peer mentorship or informal leadership experience Bachelor’s degree or equivalent practical experience Verbal and written fluency in Spanish The base salary range for this role is $68,000 - $80,000 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. This role requires active work authorization in the US. Maven embraces a flexible and inclusive work environment. This role is open to candidates in: AZ, DC, DE, FL, GA, HI, IL, KS, MA, MD, ME, MI, MN, NC, NJ, NM, NV, NY, OH, OR, PA, SC, TN, VA, VT, WI. Maven is committed to supporting remote team members with the tools and collaborative culture needed to thrive regardless of location. This policy reflects our belief that great work can happen anywhere and that flexibility enables our team to do their best work. 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 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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