Manager, Member Benefit Services

Remote

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Biotechnology, Virtual Clinic, Women's Health, Financial ServicesIndustries

Manager, Member Benefit Services

Position Overview

Maven is seeking an experienced Manager, Member Benefit Services to manage a team of spirited Member Services Representatives. This role involves working closely with Managers and Directors of the Maven Operations Team to build team culture and processes, ensuring the delivery of high-quality, empathetic care to members throughout their family planning journeys. The ideal candidate is a proactive problem-solver with a proven track record of motivating others.

Maven’s Member Benefit Services operates seven days a week from 7:00 AM to 9:30 PM Eastern U.S. time. This role requires flexibility to work various shifts during business hours, primarily Monday through Saturday, within Eastern U.S. time.

Responsibilities

As a Manager, Member Benefit Services at Maven, you will:

People Management: Conduct regular one-on-ones, performance reviews, and development planning to promote employee growth and high-impact performance across a team of Member Services Associates and Senior Associates.
Operational Expertise: Learn the intricacies of Maven’s business and the day-to-day responsibilities of the Member Benefit Services team, directly mastering various communication channels and reimbursement processes.
Culture Leadership: Lead by example to foster a culture focused on empathetic care, ensuring member needs are met exceptionally.
Issue Escalation: Act as a point of escalation for member issues, driving problems to resolution while managing communication with key stakeholders.
Direct Support: Directly answer member inquiries via inbound/outbound calls and Zendesk messages during periods of high volume or staffing gaps.
Process Improvement: Utilize a continuous improvement mindset to define and iterate on processes, making positive enhancements to drive efficiency, value, and accountability toward KPIs.
Performance Management: Ensure team performance metrics are met, including but not limited to: productivity, response time, Net Promoter Score (NPS), and Customer Satisfaction (CSAT).
Reporting: Report on Member Benefit Services (MBS) team metrics, KPIs, and Objectives and Key Results (OKRs) to the Director of MBS and cross-functionally.
Organizational Alignment: Facilitate the team’s alignment with broader organizational objectives and effectively lead through change.
Documentation: Review, maintain, and create MBS team Standard Operating Procedures (SOPs), workflows, and team communications.

Maven Clinic

Digital health platform for women's healthcare

About Maven Clinic

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.

New York City, New YorkHeadquarters

2014Year Founded

$416.1MTotal Funding

SERIES_FCompany Stage

HealthcareIndustries

1,001-5,000Employees

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

Risks

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.

Differentiation

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.

Upsides

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.

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Manager, Member Benefit Services

Manager, Member Benefit Services

Position Overview

Responsibilities

Company Information

Skills

Maven Clinic