Job Description

Maven Clinic is seeking a mission-driven Care Advocate to join their Care Delivery team. The Care Advocate will provide world-class care to Maven members by helping them navigate digital care, access resources, and engage with the platform. This role involves prioritizing tasks, answering questions, providing personalized recommendations, and collaborating with cross-functional partners to ensure an optimal member experience.

Responsibilities

• Prioritize tasks and manage a schedule of meeting a high volume of members to conduct introductory video appointments
• Answer questions about our product and providing personalized recommendations for supporting member needs
• Deliver an exceptional customer service experience to our members and escalating concerns or questions appropriately
• Navigate members’ networks to ensure access to care, and investigating available support
• Coordinate with other team members when needed to provide immediate access to care and provide follow up
• Provide education and resources related to program needs
• Collaborate with cross-functional partners and team members of our Care Delivery, Customer Support, Provider group and Product teams
• Execute on tasks to ensure optimal member experience and taking responsibility for closing the loop on outstanding items
• Participate in cross functional projects and collaborating with other departments where needed
• Identify referral needs and collaborating with Maven providers
• Anticipate and addressing member’s social determinants of health needs
• Any other duties as assigned

Requirements

• A background in allied health, human services, or healthcare
• 1-2+ years of direct patient care experience or digital health
• Problem-solving skills to help find creative solutions to customer needs, including working in a remote/startup environment
• Ability to remain flexible with changes and have a growth mindset
• Ability to communicate with patients empathetically in writing and verbally, and passionate about creating a positive member experience with optimal outcomes
• Experience achieving KPIs relevant to engagement, satisfaction and productivity
• Proficiency in navigating new technologies and systems as part of working on a remote team

Benefits

• No benefits