Senior Associate, Resolution Response Team

Maven Clinic
Anywhere
Workplace: RemoteFull timeUSD 98,000 - 115,000 annuallyFunction: Administration & Executive AssistanceExperience: 3+ yearsEducation: bachelorsSkills: ["Critical thinking","Root-cause analysis","Structured case management","De-escalation","Empathetic communication"]

Lead end-to-end resolution of complex, high-risk member escalations as a Tier 2 owner within Maven’s Resolution Response Team. Triage and investigate issues across billing, reimbursement, benefits, coordination of benefits, network exceptions, and service breakdowns, then drive service recovery with legally protective member communication. Partner across MBS, Support, Care Delivery, Client Success, Payment Operations, Network Operations, Product, Engineering, and Legal/Compliance while maintaining Zendesk documentation and identifying escalation trends to improve playbooks and reduce repeats.

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Maven Clinic
Maven Clinic
2 weeks ago

Senior Associate, Resolution Response Team

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Last checked: 3 hours agoStatus: Live

Job Summary

Lead end-to-end resolution of complex, high-risk member escalations as a Tier 2 owner within Maven’s Resolution Response Team. Triage and investigate issues across billing, reimbursement, benefits, coordination of benefits, network exceptions, and service breakdowns, then drive service recovery with legally protective member communication. Partner across MBS, Support, Care Delivery, Client Success, Payment Operations, Network Operations, Product, Engineering, and Legal/Compliance while maintaining Zendesk documentation and identifying escalation trends to improve playbooks and reduce repeats.
Location: Anywhere
Workplace: Remote
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Own escalated member cases end-to-end as the single accountable owner for moderate-to-high complexity issues across billing, reimbursement, benefits, coordination of benefits, network exceptions, and service breakdowns.
  • •Conduct structured investigations using the triage framework and review ticket history, call recordings, guidance, client documentation, spend, and reimbursement records before resolution.
  • •Lead service recovery via de-escalation protocols, proactive outreach (call-first where possible), and closed-loop written member recaps.
  • •Serve as the primary cross-functional bridge across internal teams to coordinate corrective action and accelerate resolution.
  • •Maintain precise documentation in Zendesk and the escalation tracker, then identify trends to drive macro, playbook, and process improvements that prevent repeat escalations.

Pay and Benefits

Salary: USD 98,000 - 115,000 annually
Perks:Health InsuranceDental401kPaid LeaveLearning BudgetEquity

Key Requirements

  • •3+ years in escalation management, member/customer advocacy, health benefits, or healthcare operations.
  • •Experience resolving complex, multi-stakeholder escalations with strong knowledge of employer-sponsored benefits and reimbursement/claims workflows.
  • •Bachelor’s degree in Healthcare Administration, Business, Communications, or a related field (or equivalent experience).
  • •Familiarity with Zendesk, Jira, Guru, Google Sheets, and Looker.
  • •Excellent verbal and written communication with de-escalation skills, plus sound legal/risk judgment to route issues appropriately.
Experience:3+ yearsHealthcareHealth benefitsEmployer-sponsored benefitsMember/customer advocacy
Education:Bachelor's in Healthcare Administration, Business, Communications, or related field
Skills:Critical thinkingRoot-cause analysisStructured case managementDe-escalationEmpathetic communication
Tech Stack:ZendeskJiraGuruGoogle SheetsLooker

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Maven Clinic
Maven Clinic is a virtual-first women’s and family healthcare platform offering telehealth services, care navigation, and employer-sponsored programs covering fertility, pregnancy, postpartum, pediatrics, and family planning.
Industry: HealthTech
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Funding: Series D
Headquarters: New York, United States
Founded: 2014
WebsiteLinkedIn