Care Advocate

Summary

Join Maven Clinic's Care Delivery team as a mission-driven Care Advocate, providing exceptional support to members navigating our digital healthcare platform. You will prioritize tasks, manage a high volume of member interactions, and deliver personalized recommendations. Responsibilities include conducting introductory video appointments, answering member questions, escalating concerns, coordinating with team members, providing education and resources, and collaborating with cross-functional partners. The role requires a background in allied health or healthcare, 1-2 years of patient care experience, strong problem-solving skills, and excellent communication abilities. Preferred qualifications include experience in family planning and maternal-child health, proficiency with technology tools, and healthcare certifications. Maven offers a competitive salary, stock options, and a comprehensive benefits package.

Requirements

• A background in allied health, human services, or healthcare
• 1-2+ years of direct patient care experience or digital health
• Problem-solving skills to help find creative solutions to customer needs, including working in a remote/startup environment
• Ability to remain flexible with changes and have a growth mindset
• Ability to communicate with patients empathetically in writing and verbally, and passionate about creating a positive member experience with optimal outcomes
• Experience achieving KPIs relevant to engagement, satisfaction and productivity
• Proficiency in navigating new technologies and systems as part of working on a remote team

Responsibilities

• Prioritize tasks and manage a schedule of meeting a high volume of members to conduct introductory video appointments
• Uphold our value of moving fast by answering and assisting with questions about our product and providing personalized recommendations for supporting member needs
• Demonstrate our value of “walking through walls” to deliver an exceptional customer service experience to our members and escalating concerns or questions appropriately
• Navigate members’ networks to ensure access to care, and investigating available support
• Coordinate with other team members when needed to provide immediate access to care and provide follow up, closing the loop with the member
• Provide education and resources related to program needs
• Collaborate with cross-functional partners and team members of our Care Delivery, Customer Support, Provider group and Product teams
• Execute on tasks to ensure optimal member experience and taking responsibility for closing the loop on outstanding items
• Participate in cross functional projects and collaborating with other departments where needed
• Identify referral needs and collaborating with Maven providers
• Anticipate and address member’s social determinants of health needs
• Any other duties as assigned

Preferred Qualifications

• Experience in family planning and maternal-child health areas/others such as pregnancy, postpartum, options counseling, menopause, adoption, surrogacy
• Comfort with technology tools like Google suite, CRM platforms, EHRs, and Zendesk
• Certification or licensure in a healthcare related field
• Fluency in Spanish or French

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