Maven is the world’s largest virtual clinic for women and families on a mission to make healthcare work for all of us. Maven’s award-winning digital programs provide clinical, emotional, and financial support all in one platform, spanning fertility & family building, maternity & newborn care, parenting & pediatrics, and menopause & midlife. More than 2,000 employers and health plans trust Maven’s end-to-end platform to improve clinical outcomes, reduce healthcare costs, and provide equity in benefits programs. Recognized for innovation and industry leadership, Maven has been named to the Time 100 Most Influential Companies, CNBC Disruptor 50, Fast Company Most Innovative Companies, and FORTUNE Best Places to Work. Founded in 2014 by CEO Kate Ryder, Maven has raised more than $425 million in funding from top healthcare and technology investors including General Catalyst, Sequoia, Dragoneer Investment Group, Oak HC/FT, StepStone Group, Icon Ventures, and Lux Capital. To learn more about Maven, visit us at mavenclinic.com.
An award-winning culture working towards an important mission – Maven Clinic is a recipient of over 30 workplace and innovation awards, including:
- Fortune Change the World (2024)
- CNBC Disruptor 50 List (2022, 2023, 2024)
- Fortune Best Workplaces for Millennials (2024)
- Fortune Best Workplaces in Health Care (2024)
- TIME 100 Most Influential Companies (2023)
- Fast Company Most Innovative Companies (2020, 2023)
- Built In Best Places to Work (2023)
- Fortune Best Workplaces NY (2020, 2021, 2022, 2023, 2024)
- Great Place to Work certified (2020, 2021, 2022, 2023, 2024)
- Fast Company Best Workplaces for Innovators (2022)
- Built In LGBTQIA+ Advocacy Award (2022)
As a Member Services Associate at Maven, you will be responsible for:
- Engaging with Maven members over messaging, live chat and phones. Associates may be asked to focus on outbound calls/messages around technical issues and general Maven questions based on volume.
- Answer non-complex inquiries related to our fertility managed services benefit and benefits design/navigation within target response times and with high member satisfaction
- Answering contacts related to Maven Wallet and payments-related member issues
- Assisting members with ensuring relevant documentation is submitted for reimbursement requests
- Processing receipts submitted by members for reimbursement across all areas of the Maven Wallet product
- Following relevant procedures for the translation of material relevant to process reimbursements for international Wallet tickets
- Creating and/or maintain member-facing program overviews and other key internal resources
- Triaging tickets in the Wallet queue to ensure streamlined service and fast response times based on member Wallet requests/issues
- Providing general support to members regarding common Maven Wallet member issues
- Assisting with basic operational work related to Wallet as the need arises
- Assist other frontline staff with answering frequent questions related to our payments, fertility programs/benefits, and benefits navigation
- Be prepared to assist with member reported issues, provide initial response to the member, and triage according to the Maven member experience escalations framework
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