[Remote] Member Services Associate (Fertility)

Note: The job is a remote job and is open to candidates in USA. Maven is the world's largest virtual clinic for women and families, focused on providing comprehensive healthcare support. The Member Services Associate will serve as the first point of contact for members, assisting with fertility benefits and insurance claims while ensuring a high level of customer satisfaction.

Responsibilities

• 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
• Support insurance reimbursement and payments processes by guiding members on documentation, processing receipts, and resolving Maven Wallet-related 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 maintaining 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
• Must have availability to work a flexible schedule, including morning, evening, weekend, and holiday shifts, based on business needs.

Skills

• 1–2 years of member-facing experience in customer support in the healthcare or insurance space
• Experience specifically with fertility benefits
• Strong understanding of insurance processes, including benefits structures and medical claims workflows
• Experience with claims processing and reimbursement, including reviewing documentation and supporting payment resolution
• 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
• Experience in healthcare, financial services, and/or claims
• Prior experience managing payments
• Bachelor’s degree or equivalent experience
• Verbal and written fluency in Spanish (preferred, not required)

Benefits

• Maven for Mavens: access to the full platform and specialists, including care for mental health, reproductive health, family planning and pediatrics.
• Whole-self care through wellness partnerships
• Hybrid work, in office meals, and work together days
• 16 weeks 100% paid parental leave and new parent stipend (for Mavens who've been with us for 1 year+)
• Annual professional development stipend and access to a personal career coach through Maven for Mavens
• 401K matching for US-based employees, with immediate vesting

Company Overview

• Maven is a digital health platform that works with health plans and employers to offer virtual services for women’s and family health. It was founded in 2014, and is headquartered in New York, New York, USA, with a workforce of 201-500 employees. Its website is http://www.mavenclinic.com.

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