Manager, Member Services – Medication Access & Support Programs
Maven Clinic
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $106,000 - $125,000 per year
Job Level
Mid-LevelSenior
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
performance managementhiringonboardingcareer developmentoperational risk managementcompliance adherenceaudit readinessprocess improvementschange managementpharmacy coordination
Soft skills
leadershipcoachingcommunicationdecision makingempathyaccountabilitycollaborationproblem solvingcontinuous improvementstaffing models