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Full-Time

Member Services Associate

Updated on 9/18/2024

Maven Clinic

Maven Clinic

501-1,000 employees

Digital health services for women

Healthcare

Compensation Overview

$48k - $70kAnnually

+ Stock Options

Junior

New York, NY, USA

Category
Customer Support
Customer Success & Support
Required Skills
Communications
Customer Service
Requirements
  • 1-2 years of member-facing experience in support in the fertility benefits space (experience in healthcare, financial services and/or claims may be acceptable in lieu of direct fertility benefit navigation)
  • 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
Responsibilities
  • 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
  • Answering contacts related to Maven Wallet and payments-related member 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 maintain 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

Maven Clinic provides a digital health platform focused on women's and family health services. It offers a wide range of support, including preconception care, fertility preservation, IVF, adoption, surrogacy, and menopause care. The platform connects users with dedicated Care Advocates and utilizes data-driven insights to ensure equitable access to healthcare, regardless of location or background. This approach helps improve health outcomes and reduces the need for expensive medical procedures. Maven Clinic also features on-demand appointments with specialized providers, ongoing assessments, and proactive check-ins to enhance member engagement and identify health risks early. The company's goal is to deliver comprehensive, proactive healthcare solutions that lead to significant clinical and business returns.

Company Stage

Series E

Total Funding

$292.2M

Headquarters

New York City, New York

Founded

2014

Growth & Insights
Headcount

6 month growth

1%

1 year growth

10%

2 year growth

44%
Simplify Jobs

Simplify's Take

What believers are saying

  • Maven Clinic's impressive ROI metrics, including a 2:1 clinical ROI and a 4:1 business ROI, highlight its effectiveness and financial viability.
  • The company's partnerships with major organizations like Blue Cross Blue Shield and MAXIS GBN enhance its credibility and market reach.
  • Maven Clinic's continuous innovation, such as launching programs for non-IVF pregnancies, demonstrates its commitment to addressing diverse healthcare needs.

What critics are saying

  • The digital health sector is becoming increasingly competitive, making it essential for Maven Clinic to continuously innovate to maintain its market position.
  • Dependence on partnerships with large organizations could pose risks if these partnerships are not sustained or if they face their own challenges.

What makes Maven Clinic unique

  • Maven Clinic offers a holistic approach to women's and family health, covering a wide range of services from preconception to menopause, unlike many competitors who focus on narrower aspects of healthcare.
  • The platform's emphasis on equitable access to care, regardless of geographical location or cultural background, sets it apart in the digital health space.
  • Maven Clinic's data-driven insights and dedicated Care Advocates help deliver better health outcomes, providing a significant competitive advantage.

Benefits

Unlimited paid time off

14 weeks fully paid parental leave and return-to-work plan

Market-based compensation and equity

Medical, dental, and vision plans (100% covered options)

Free membership with One Medical

Free access to Maven, with credits for friends and family

401(k) match

Paid month-long sabbatical after 5 years