Manager, Member Services

📋 Description

• • As a Manager, Member Benefit Services at Maven Clinic, you will lead a team of 10+ Member Services Representatives, providing empathetic, high-quality support to members navigating fertility, family-building, maternity, parenting, and menopause care through Maven’s virtual clinic platform.
• • Day to day, you will conduct one-on-ones and performance reviews, act as the primary escalation point for complex fertility-related financial and billing issues, directly handle member inquiries via phone and Zendesk during high volume, review and improve team SOPs and workflows, track and report on KPIs including NPS, CSAT, productivity, and response time, and collaborate cross-functionally with Care Delivery, Operations, Product, Data, Engineering, and Client Success teams to align on organizational goals.
• • Maven Clinic is the world’s largest virtual clinic for women and families, trusted by over 2,000 employers and health plans, recognized with over 30 workplace and innovation awards including Fortune Best Places to Work, TIME 100 Most Influential Companies, and CNBC Disruptor 50, and committed to improving clinical outcomes, reducing healthcare costs, and advancing equity in benefits through its end-to-end digital platform.
• • In this role, you will deepen your expertise in fertility benefits and insurance coordination, develop strong leadership and coaching skills, drive measurable operational improvements, influence scalable processes for member support, and grow as a compassionate leader in a mission-driven, high-growth healthcare technology company.