Manager, Customer Support and Benefits

Benefits

Additional Information

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) Maven is seeking a Manager, Customer Support and Benefits with deep, hands-on experience in fertility benefits to lead a team of 10+ Member Services Representatives. This role is ideal for someone who has worked directly with fertility patients and has a thorough understanding of the complexities of insurance coverage, billing, and reimbursement in the fertility space. This role goes beyond people management - we're seeking a true fertility benefits expert who can take ownership of complex financial and insurance escalations. You will serve as a key subject matter expert on fertility-related billing issues, out-of-network claims, insurance coordination, and member financial tracking, driving timely and equitable solutions for our members, employers, and payer partners. You'll play a pivotal role in shaping team culture and building scalable processes that ensure we continue delivering high-quality, empathetic care to members on their family-building journeys. We're looking for someone who is ready to roll up their sleeves, solve problems alongside their team, and inspire high performance through compassionate leadership. The Member Services team supports members seven days a week; therefore, occasional weekend coverage is expected. This position is Monday through Friday, 9:00 AM-5:00 PM EST, with occasional weekend coverage as needed As a Manager, Customer Support and Benefits at Maven, you will: Be the ultimate people manager. Conduct regular one-on-ones, performance reviews, and development planning to promote employee growth and high-impact performance across a team of Member Services Associates and Senior Associates. Act as the primary escalation point for member issues and complex fertility-related financial and billing issues, driving problems to resolution while managing communication with key stakeholders. Learn the ins and outs of Maven's business and the day-to-day Member Benefit Services team responsibilities, diving in to directly master our various communication channels and reimbursement processes. Lead by example to ensure a culture focused on empathetic care, ensuring that the needs of our members are met in an exceptional manner. Directly answer member inquiries on inbound/outbound calls and Zendesk messages in times of high volume or during staffing gaps. Use your continuous improvement mindset to define and iterate on processes, making positive enhancements to drive efficiency, value, and accountability toward KPIs. Ensure team performance metrics are met; including but not limited to: productivity, response time, NPS, and CSAT. Report on MBS team metrics, KPIs, OKRs, to the director of MBS as well as cross functionally. Facilitate the team's alignment with broader organizational objectives and effectively lead through change. Review, maintain, and create MBS team SOPs, workflows, and communications to the team to ensure understanding and alignment on MBS team processes. Collaborate cross-functionally with our Care Delivery/Advocacy, Support, Operations, Product, Data, Provider Operations, Payment, Engineering, and Client Success teams. Coordinate new hire training and take an active role in the success of new employees during onboarding and training. Perform other duties as assigned. We're looking f

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