Member Services Associate @ Maven Clinic

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 Member Services Coordinator who will be a key frontline member of the Member Benefits Services Team focused on processing receipts for reimbursement and responding to common member questions and concerns.

We are currently looking for a Member Services Associate who can work the following shift: 11am to 7:30pm EST, Sunday-Thursday (Friday, Saturday off)

As a Member Services Coordinator at Maven, you will:

Answer tier 1 (FAQ-based) and tier 2 (specific payment inquiries) contacts related to Maven Wallet and payments-related member issues
Assist members with ensuring relevant documentation is submitted for reimbursement requests
Process receipts submitted by members for reimbursement across all areas of the Maven Wallet product
Follow relevant procedures for the translation of material relevant to process reimbursements for international Wallet tickets
Create and/or maintain member-facing program overviews and other key internal resources
Triage tickets in the Wallet queue to ensure streamlined service and fast response times based on member Wallet requests/issues
Provide general support to frontline Care Support Reps regarding common Maven Wallet member issues
Assist with basic operational work related to Wallet as the need arises
Occasionally jump in the general Support queue to assist with member inquiries
Occasionally handle lower-level escalation requests

Qualifications for this role include the following:

1-2 years of member-facing experience in healthcare
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 is a plus
Bachelor’s degree or equivalent experience is a plus
Verbal and written fluency in Spanish is a plus

For candidates in NYC, CO, or CA, the base salary range for this role is $48,000 - $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. 

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 [email protected]). 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: [email protected]. For general and additional inquiries, please contact us at [email protected].

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Benefits