Job Description

Maven Clinic is seeking an experienced Manager, Member Benefit Services to lead a team of Member Services Representatives. The role involves building team culture and processes to ensure high-quality care to members, with a focus on fertility benefits, reimbursements, and claims processing. The manager will work a variety of shifts during business hours, primarily Monday through Saturday, within Eastern U.S. time.

Responsibilities

• Manage and develop a team of Member Services Associates and Senior Associates.
• Learn Maven’s business and the daily operations of the Member Benefit Services team.
• Ensure a culture focused on empathetic care.
• Act as a point of escalation for member issues.
• Answer member inquiries on inbound/outbound calls and Zendesk messages.
• Define and iterate on processes to drive efficiency and accountability.
• Ensure team performance metrics are met.
• Report on MBS team metrics, KPIs, and OKRs.
• Facilitate team alignment with organizational objectives.
• Review, maintain, and create MBS team SOPs and workflows.
• Collaborate cross-functionally with various teams.
• Coordinate new hire training and onboarding.
• Perform other duties as assigned.

Requirements

• 5-7 years of experience in Customer Service Operations, including 3+ years managing teams.
• Hands-on experience in fertility benefits, reimbursements, and claims processing.
• 1-3 years of experience in managed health care, insurance, or employer benefits.
• 1-3 years of experience in the fertility space working with fertility patients.
• Experience mentoring and coaching team members.
• Flexibility and experience managing in fast-paced, high-growth environments.
• Experience managing inbound and outbound call support, email or app-based written support.
• Track record of driving improvement with measurable results.
• Ability to analyze performance metrics and solve problems proactively.
• Strong empathy for direct reports, members, and business partners.
• Savvy business judgment and data-driven decision-making skills.
• Experience in motivating a team to achieve KPIs and manage change.
• Ability to create order from chaos and solve challenging problems directly.

Benefits

• No benefits