Member Services Associate

Employment Type: [Not Specified] Location Type: [Not Specified] Salary: [Not Specified]

Position Overview

Maven is the world's largest virtual clinic for women and families, dedicated to making healthcare accessible and effective for everyone. Our award-winning digital programs offer comprehensive clinical, emotional, and financial support across fertility & family building, maternity & newborn care, parenting & pediatrics, and menopause & midlife. Over 2,000 employers and health plans rely on Maven's end-to-end platform to enhance clinical outcomes, reduce healthcare costs, and promote equity in benefits. Maven has been recognized for its innovation and industry leadership, earning spots on prestigious lists such as 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 secured over $425 million in funding from leading healthcare and technology investors.

Responsibilities

As a Member Services Associate at Maven, your responsibilities will include:

• Engaging with Maven members via messaging, live chat, and phone. You may be asked to focus on outbound calls/messages related to technical issues and general Maven inquiries based on volume.
• Answering non-complex inquiries concerning our fertility managed services benefit and benefits design/navigation within target response times and with a high level of member satisfaction.
• Addressing contacts related to Maven Wallet and payments-related member issues.
• Assisting members in submitting the necessary documentation for reimbursement requests.
• Processing receipts submitted by members for reimbursement across all Maven Wallet product areas.
• Following relevant procedures for the translation of materials pertinent to processing reimbursements for international Wallet tickets.
• Creating and/or maintaining member-facing program overviews and other key internal resources.
• Triaging tickets within the Wallet queue to ensure streamlined service and fast response times for member Wallet requests/issues.
• Providing general support to members regarding common Maven Wallet member issues.
• Assisting with basic operational tasks related to the Wallet as needed.
• Supporting other frontline staff by answering frequent questions about our payments, fertility programs/benefits, and benefits navigation.
• Responding to member-reported issues, providing initial contact, and triaging according to the Maven member experience escalations framework.

Minimum Qualifications

• 1-2 years of member-facing experience in support within the fertility benefits space. Experience in healthcare, financial services, and/or claims may be considered in lieu of direct fertility benefit navigation experience.
• Meticulous attention to detail.
• Strong customer service orientation.
• High degree of empathy when handling sensitive topics.
• Proficiency in Google Workspace tools.
• Ability to work independently and collaboratively as part of a team.
• Strong organizational skills, with a demonstrated ability to multitask and manage time effectively.
• Strong written and verbal communication skills.

Preferred Qualifications

• Prior experience managing payments.
• Bachelor’s degree or equivalent experience.

Company Culture & Awards

Maven Clinic is proud of its award-winning culture and its commitment to an important mission. We have been recognized with 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)

Company Information

Maven mavenclinic.com