Full-Time
Member Services Associate
Posted on 10/18/2024
Maven Clinic
1,001-5,000 employees
Digital health platform for women's healthcare
Compensation Overview
$48k - $65kAnnually
Junior
Remote in USA
Must be located in the United States.
- 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)
- Must be located in the United States (role is remote)
- 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
- Prior experience managing payments
- Bachelor’s degree or equivalent experience
- Verbal and written fluency in Spanish
- 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's services include on-demand appointments with specialized providers, ongoing assessments, and proactive check-ins, which enhance member engagement and allow for early risk identification. The company aims to deliver comprehensive care while achieving significant clinical and business returns on investment.
Company Stage
Series F
Total Funding
$416.1M
Headquarters
New York City, New York
Founded
2014
6 month growth
↑ 1%1 year growth
↑ 2%2 year growth
↑ 2%
Simplify's Take
What believers are saying
- Maven Clinic raised $125M in Series F, becoming the highest valued in its sector.
- The rise of FemTech presents opportunities for Maven to expand and capture market share.
- Increased employer demand for fertility benefits aligns with Maven's services, boosting its client base.
What critics are saying
- Increased competition from AI-driven startups like Abridge could impact Maven's market position.
- Flat deal activity in healthcare IT may slow future funding opportunities for Maven Clinic.
- Growing FemTech market could lead to increased competition from new entrants in reproductive health.
What makes Maven Clinic unique
- Maven Clinic offers comprehensive women's and family health services, including IVF and surrogacy.
- The platform provides equitable access to care through dedicated Care Advocates and data insights.
- Maven Clinic's holistic approach reduces costly procedures with proactive healthcare interventions.
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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