Manager, Member Services – Medication Access & Support Programs
Maven Clinic
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $106,000 - $125,000 per year
About the role
- Lead, coach, and develop Team Leads and Member Services Associates.
- Set clear expectations around quality, productivity, and member experience.
- Own hiring, onboarding, performance management, and career development.
- Foster a culture of accountability, empathy, and continuous improvement.
- Own performance outcomes for medication access including resolution time, pharmacy turnaround, quality scores, and member satisfaction.
- Ensure consistent execution of pharmacy coordination, insurance navigation, and escalation workflows.
- Partner with Workforce Management on staffing models, headcount planning, and capacity forecasting.
- Serve as the primary operational partner for pharmacy vendors, owning escalation patterns, performance issues, and workflow alignment.
- Collaborate closely with clinical operations, product, legal, and risk teams to resolve systemic issues.
- Represent Member Services in cross functional forums and planning discussions.
- Own operational risk management, compliance adherence, and audit readiness for medication access workflows.
- Serve as escalation owner for high impact, systemic, or cross team issues.
- Ensure teams adhere to privacy, PHI, and non clinical scope requirements.
- Identify trends and friction points across pharmacy, insurance, and member workflows.
- Lead process improvements, tooling enhancements, and documentation updates.
- Drive change management as partners, policies, and workflows evolve.
- Support program scaling including new pharmacy partners or expanded offerings.
Requirements
- 5+ years of experience in healthcare operations, member services, pharmacy operations, or insurance support.
- 2+ years of people management experience in complex, high volume support environments.
- Strong understanding of pharmacy fulfillment, insurance coverage, and medication access workflows.
- Proven ability to manage operational risk, escalations, and cross functional dependencies.
- Strong leadership, communication, and decision making skills.
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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
performance managementhiringonboardingcareer developmentoperational risk managementcompliance adherenceaudit readinessprocess improvementschange managementpharmacy coordination
Soft Skills
leadershipcoachingcommunicationdecision makingempathyaccountabilitycollaborationproblem solvingcontinuous improvementstaffing models