Maven Clinic

2 weeks ago

Member Services Team Lead – Medication Access & Support Programs

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Lead a player-coach team supporting members through real-time chat and phone queues for a medication access and pharmacy-supported care program. You’ll own queue health, step in for complex cases, provide day-to-day coaching and quality reviews for Member Services Associates, and serve as the first escalation point for pharmacy and insurance issues. You’ll ensure SOP/script execution, help roll out workflows and tooling changes, and support onboarding and performance across response time and member satisfaction.

Location: New York, United States

Workplace: Remote

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Own real-time execution during assigned shifts across chat and phone queues, monitoring queue health and workload distribution.
•Serve as day-to-day support for a team of Member Services Associates, providing real-time coaching and conducting quality reviews.
•Act as the first line escalation point for pharmacy and insurance issues, resolving escalated member issues while staying non-clinical.
•Ensure consistent execution of SOPs, scripts, and workflows, identifying breakdowns and flagging patterns or risks to leadership.
•Help test, roll out, and reinforce new workflows, macros, or tooling changes, and support onboarding and ramping new hires.

Pay and Benefits

Salary: USD 89,000 - 105,000 annually

Equity and Bonus:Equity

Perks:Health InsuranceDentalRemote WorkPaid LeaveParental Leave401kLearning Budget

Key Requirements

•2–4 years of experience in healthcare support, pharmacy operations, insurance navigation, or related fields.
•Prior experience coaching, mentoring, or acting as a senior/lead in a frontline environment.
•Strong understanding of pharmacy workflows, insurance coverage concepts, and medication access processes.
•Comfort handling escalations and emotionally charged member situations.
•Strong written and verbal communication skills, with ability to balance hands-on work and people leadership.

Experience:2-4 yearsHealthcare supportPharmacy operationsInsurance navigation

Skills:CoachingMentoringProblem-solvingCommunicationEscalation management

Languages:Spanish

Tech Stack:Zendesk

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

Website LinkedIn

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Maven Clinic

2 weeks ago

Member Services Team Lead – Medication Access & Support Programs

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Location: New York, United States

Workplace: Remote

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Own real-time execution during assigned shifts across chat and phone queues, monitoring queue health and workload distribution.
•Serve as day-to-day support for a team of Member Services Associates, providing real-time coaching and conducting quality reviews.
•Act as the first line escalation point for pharmacy and insurance issues, resolving escalated member issues while staying non-clinical.
•Ensure consistent execution of SOPs, scripts, and workflows, identifying breakdowns and flagging patterns or risks to leadership.
•Help test, roll out, and reinforce new workflows, macros, or tooling changes, and support onboarding and ramping new hires.

Pay and Benefits

Salary: USD 89,000 - 105,000 annually

Equity and Bonus:Equity

Perks:Health InsuranceDentalRemote WorkPaid LeaveParental Leave401kLearning Budget

Key Requirements

•2–4 years of experience in healthcare support, pharmacy operations, insurance navigation, or related fields.
•Prior experience coaching, mentoring, or acting as a senior/lead in a frontline environment.
•Strong understanding of pharmacy workflows, insurance coverage concepts, and medication access processes.
•Comfort handling escalations and emotionally charged member situations.
•Strong written and verbal communication skills, with ability to balance hands-on work and people leadership.

Experience:2-4 yearsHealthcare supportPharmacy operationsInsurance navigation

Skills:CoachingMentoringProblem-solvingCommunicationEscalation management

Languages:Spanish

Tech Stack:Zendesk

Company Brief

Maven Clinic

Industry: HealthTech

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Funding: Series D

Headquarters: New York, United States

Founded: 2014

Website LinkedIn