Be the ultimate people manager. Conduct regular one-on-ones, performance reviews, and development planning to promote employee growth and high-impact performance across a team of Member Services Associates and Senior Associates.
Act as the primary escalation point for member issues and complex fertility-related financial and billing issues, driving problems to resolution while managing communication with key stakeholders.
Learn the ins and outs of Maven’s business and the day-to-day Member Benefit Services team responsibilities, diving in to directly master our various communication channels and reimbursement processes.
Lead by example to ensure a culture focused on empathetic care, ensuring that the needs of our members are met in an exceptional manner.
Directly answer member inquiries on inbound/outbound calls and Zendesk messages in times of high volume or during staffing gaps.
Use your continuous improvement mindset to define and iterate on processes, making positive enhancements to drive efficiency, value, and accountability toward KPIs.
Ensure team performance metrics are met; including but not limited to: productivity, response time, NPS, and CSAT.
Report on MBS team metrics, KPIs, OKRs, to the director of MBS as well as cross functionally.
Facilitate the team’s alignment with broader organizational objectives and effectively lead through change.
Review, maintain, and create MBS team SOPs, workflows, and communications to the team to ensure understanding and alignment on MBS team processes.
Collaborate cross-functionally with our Care Delivery/Advocacy, Support, Operations, Product, Data, Provider Operations, Payment, Engineering, and Client Success teams.
Coordinate new hire training and take an active role in the success of new employees during onboarding and training.
Perform other duties as assigned.

Requirements

5–7 years of experience in Customer Service Operations, including team leadership roles
3+ years of experience managing teams of 10+ in a service/support environment
2+ years of direct experience resolving complex fertility financial and benefits billing issues, including coordination with payers and employer-sponsored benefit plans.
1–3 years of experience in managed healthcare, insurance, or employer benefits.
Strong track record of mentoring and coaching team member
Flexibility and experience managing in fast-paced, high-growth environments.
Experience managing inbound and outbound call support, email or app-based written support.
Track record of driving improvement with impactful and measurable results.
Demonstrated ability to analyze performance metrics to identify trends, root causes, and improvement opportunities; uses data-driven insights to proactively solve problems and drive operational excellence.
A strong sense of empathy applied to direct reports, members, and cross functional business partners.
Savvy business judgment and the ability to support data-driven, results-oriented decision-making.
Experience in motivating a team to achieve KPIs, drive efficiency, and managing change.
The ability to create order from chaos and a willingness to roll up your sleeves to solve challenging problems directly.

Benefits

Health insurance
401K matching for US-based employees, with immediate vesting
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
Whole-self care through wellness partnerships
Hybrid work, in office meals, and work together days
Maven for Mavens: access to the full platform and specialists, including care for mental health, reproductive health, family planning and pediatrics.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer service operationsteam leadershipcomplex fertility financial issuesbilling issues resolutionmanaged healthcareinsuranceemployer benefitsperformance metrics analysisdata-driven decision-makingKPI management

Soft Skills

mentoringcoachingempathyflexibilityproblem-solvingcommunicationteam motivationchange managementorganizational skillscollaboration