[Hiring] Senior Member Services Specialist @Maven Clinic

Role Description

Maven is looking for a Senior Member Services Specialist to take on our most complex and sensitive member cases.

• A few examples: a member’s reimbursement is denied and she wants it reviewed again mid-IVF cycle, while her clinic is asking for payment.
• Her Wallet card declines at the pharmacy, leaving her $900 out of pocket.
• Her employer changes plans two weeks before a scheduled transfer.

You’ll own cases like these from first contact through resolution, by phone and in writing. You’ll also handle everyday support volume, including appointment changes, login issues, enrollment questions, and partner programs. The mix shifts with demand, so breadth matters as much as depth.

Our Member Services team supports Maven members 7 days a week. The shifts we’re hiring for are listed below in EST:

• Monday–Friday, 8:30 a.m.–5:00 p.m.
• Monday–Friday, 10:00 a.m.–6:30 p.m.
• Monday–Friday, 1:00 p.m.–9:30 p.m.
• Monday–Friday, 6:00 p.m.–2:30 a.m.
• Tuesday–Saturday, 8:30 a.m.–5:00 p.m. weekdays; 9:00 a.m.–5:30 p.m. Saturday
• Tuesday–Saturday, 10:00 a.m.–6:30 p.m. weekdays; 9:00 a.m.–5:30 p.m. Saturday
• Tuesday–Saturday, 1:00 p.m.–9:30 p.m. weekdays; 9:00 a.m.–5:30 p.m. Saturday
• Sunday–Thursday, 8:30 a.m.–5:00 p.m. weekdays; 9:00 a.m.–5:30 p.m. Sunday
• Sunday–Thursday, 1:00 p.m.–9:30 p.m. weekdays; 9:00 a.m.–5:30 p.m. Sunday

Qualifications

• Experience with claims, appeals, reimbursement, or payments.
• Experience with fertility benefits, specialty healthcare, or financial operations.
• Experience with Zendesk, Jira, and Slack.
• Experience mentoring peers or supporting QA programs.
• Spanish fluency, written and verbal.

Requirements

• Investigate before responding: review the history, identify where an issue broke down, and provide an answer rather than a status update.
• Keep members informed based on their timeline, especially when resolution takes days or weeks.
• Explain coverage, eligibility, and reimbursement rules clearly and accurately, without promising outcomes you don’t control.
• Drive cases requiring Jira, Compliance, clinics, or benefits administrators through resolution and follow through until they’re closed.
• Know what you can solve independently, what needs to be escalated, and how to hand off with enough context that work doesn’t start over.
• Balance complex escalations with general support volume as demand shifts across programs and channels.
• Identify recurring member issues and bring forward practical solutions to improve the experience.
• Work your assigned shift, including evenings, overnights, weekends, and holidays, as applicable.

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.