Member Services Associate

Summary

Join Maven Clinic as a Member Services Associate and be the first point of contact for members, providing compassionate support and assistance with fertility benefits, insurance reimbursements, and claims documentation. You will engage with members through various channels (messaging, live chat, phone), processing insurance claims and ensuring members feel supported. This role requires strong communication, empathy, attention to detail, and the ability to work in a fast-paced environment. The position offers remote work with flexible scheduling options, including weekends and holidays. Maven Clinic is an award-winning company with a strong commitment to diversity and inclusion. The company provides a competitive benefits package, including health insurance, paid parental leave, and professional development opportunities.

Requirements

• 1–2 years of member-facing experience in customer support, preferably within the fertility benefits, healthcare, or insurance space
• Strong understanding of insurance processes, including benefits structures and medical claims workflows
• Experience with claims processing and reimbursement, including reviewing documentation and supporting payment resolution
• Meticulous attention to detail
• Strong customer service orientation
• High degree of empathy in dealing with sensitive topics
• Proficient in Google Workspace tools
• Ability to work independently and as part of a team
• Strong organizational skills; demonstrated ability to multi-task and manage time effectively
• Strong written and verbal communication skills
• Must have availability to work a flexible schedule, including morning, evening, weekend, and holiday shifts, based on business needs

Responsibilities

• Engaging with Maven members over messaging, live chat and phones. Associates may be asked to focus on outbound calls/messages around technical issues and general Maven questions based on volume
• Answer non-complex inquiries related to our fertility managed services benefit and benefits design/navigation within target response times and with high member satisfaction
• Support insurance reimbursement and payments processes by guiding members on documentation, processing receipts, and resolving Maven Wallet-related issues
• Assisting members with ensuring relevant documentation is submitted for reimbursement requests
• Processing receipts submitted by members for reimbursement across all areas of the Maven Wallet product
• Following relevant procedures for the translation of material relevant to process reimbursements for international Wallet tickets
• Creating and/or maintaining member-facing program overviews and other key internal resources
• Triaging tickets in the Wallet queue to ensure streamlined service and fast response times based on member Wallet requests/issues
• Providing general support to members regarding common Maven Wallet member issues
• Assisting with basic operational work related to Wallet as the need arises
• Assist other frontline staff with answering frequent questions related to our payments, fertility programs/benefits, and benefits navigation
• Be prepared to assist with member reported issues, provide initial response to the member, and triage according to the Maven member experience escalations framework

Preferred Qualifications

• Experience in healthcare, financial services, and/or claims
• Prior experience managing payments
• Bachelor’s degree or equivalent experience
• Verbal and written fluency in Spanish (preferred, not required)

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