Job Description

Maven Clinic is seeking a Manager, Member Benefit Services with expertise in fertility benefits to lead a team of 10+ representatives. This role involves managing complex financial and insurance escalations, serving as a subject matter expert, and shaping team culture to deliver high-quality care to members.

Responsibilities

• Manage team performance and development
• Handle member escalations and complex billing issues
• Master communication channels and reimbursement processes
• Ensure empathetic care and meet member needs
• Answer member inquiries
• Improve processes and drive efficiency
• Report on team metrics
• Facilitate team alignment
• Maintain team SOPs
• Collaborate cross-functionally
• Coordinate new hire training

Requirements

• 5-7 years of experience in Customer Service Operations with team leadership
• 3+ years managing teams of 10+
• 2+ years of experience resolving complex fertility financial and benefits billing issues
• 1-3 years of experience in managed healthcare or employer benefits
• Strong mentoring and coaching skills
• Experience in fast-paced environments
• Experience managing inbound/outbound support
• Data analysis and problem-solving skills
• Empathy and business judgment

Benefits

• No benefits