Member Services Associate

1 day ago


New York, New York, United States Maven Clinic Full time
About Maven Clinic

Maven Clinic is a leading virtual clinic for women and families, dedicated to making healthcare work for all. Our award-winning digital programs provide comprehensive support for fertility and family building, maternity and newborn care, parenting and pediatrics, and menopause.

Job Summary

We are seeking a highly skilled Member Services Associate to join our team. As a key member of our support team, you will be responsible for engaging with Maven members, answering non-complex inquiries, and providing exceptional customer service.

Key Responsibilities
  • Engage with Maven members through messaging, live chat, and phone calls, providing timely and accurate responses to their inquiries.
  • Answer non-complex inquiries related to fertility managed services benefits and benefits design, ensuring high member satisfaction.
  • Assist members with technical issues, general Maven questions, and Maven Wallet-related concerns.
  • Process receipts submitted by members for reimbursement across all areas of the Maven Wallet product.
  • Follow relevant procedures for the translation of material relevant to process reimbursements for international Wallet tickets.
  • Triaging tickets in the Wallet queue to ensure streamlined service and fast response times based on member Wallet requests/issues.
  • Provide general support to members regarding common Maven Wallet member issues.
  • Assist other frontline staff with answering frequent questions related to payments, fertility programs/benefits, and benefits navigation.
Requirements
  • 1-2 years of member-facing experience in support in the fertility benefits space (experience in healthcare, financial services, and/or claims may be acceptable in lieu of direct fertility benefit navigation).
  • Meticulous attention to detail.
  • Strong customer service orientation.
  • High degree of empathy in dealing with sensitive topics.
  • Proficient in Google Workspace tools.
  • Ability to work independently and as part of a team.
  • Strong organizational skills; demonstrated ability to multi-task and manage time effectively.
  • Strong written and verbal communication skills.
Preferred Qualifications
  • Prior experience managing payments.
  • Bachelor's degree or equivalent experience.
  • Verbal and written fluency in Spanish.
About the Role

This is a fantastic opportunity to join a dynamic team and make a meaningful impact in the lives of our members. If you are a customer-focused individual with a passion for delivering exceptional service, we encourage you to apply.

Benefits and Perks

Maven Clinic offers a comprehensive benefits package, including employer-covered health, dental, and insurance plan options, generous PTO, and a range of perks designed to support your well-being and career growth.



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