Manager, Member Services; Fertility Claims Processing

Overview

Maven is the world's largest virtual clinic for women and families, delivering clinical, emotional, and financial support in one platform across fertility & family building, maternity & newborn care, parenting & pediatrics, and menopause & midlife. Maven is trusted by more than 2,000 employers and health plans to improve outcomes, reduce costs, and promote equity in benefits. Maven has received numerous awards and was founded in 2014 by CEO Kate Ryder.

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An award-winning culture working towards an important mission – Maven Clinic has earned more than 30 workplace and innovation awards, including Fortune Change the World (2024), CNBC Disruptor 50 (2022, 2023, 2024), Fortune Best Workplaces for Millennia ls (2024), and TIME 100 Most Influential Companies (2023).

Role
:
Maven is seeking an experienced Manager, Member Benefit Services to lead a team of Member Services Representatives, partnering with Managers and Directors of Maven Operations to maintain high-quality, empathetic member care throughout family planning journeys. The role requires hands-on experience in fertility benefits, reimbursements, and claims processing.

• Be the ultimate people manager: conduct regular one-on-ones, performance reviews, and development planning for a team of Member Services Associates and Senior Associates to promote growth and high-impact performance.
• Learn Maven’s business and the daily operations of the Member Benefit Services team; master reimbursement workflows and channels to support members. Hands-on experience in fertility benefits, reimbursements, and claims processing is required.
• Lead by example to sustain a culture of empathetic care and exceptional member service.
• Act as escalation point for member issues, driving resolution and communicating with key stakeholders.
• Directly answer member inquiries on inbound/outbound calls and Zendesk messages during high volume or staffing gaps.
• Define and iterate processes with a continuous improvement mindset to drive efficiency, value, and accountability toward KPIs.
• Ensure team performance metrics are met (productivity, response time, NPS, CSAT) and report on metrics, KPIs, and OKRs to the director and cross-functional partners.
• Coordinate with Care Delivery/Advocacy, Support, Operations, Product, Data, Provider Operations, Payment, Engineering, and Client Success teams.
• Coordinate new hire training and support onboarding and ongoing success of new employees.
• Review, maintain, and create MBS SOPs, workflows, and communications to ensure understanding and alignment.

• 5-7 years in Customer Service Operations, including 3+ years managing teams of 10-12+ individuals.
• Hands-on experience in fertility benefits, reimbursements, and claims processing; 1-3 years in managed health care, insurance, or employer benefits.
• 1-3 years in the fertility space working with fertility patients.
• Experience mentoring and coaching team members; ability to motivate teams to achieve KPIs and drive change.
• Flexibility to manage in fast-paced, high-growth environments; experience with inbound/outbound call, email, or app-based support.
• Data-driven with ability to analyze performance metrics, identify trends, root causes, and opportunities for improvement.
• Empathy in interactions with direct reports, members, and cross-functional partners; strong business judgment and decision-making.
• Ability to create order from chaos and willingness to roll up sleeves to solve problems.

• Experience in a fast-paced startup environment.
• Experience with Zendesk is a plus.
• Experience managing payments.
• Bachelor’s degree or equivalent experience.
• Verbal and written fluency in Spanish.
• Experience managing remote-based employees and teams.

The base salary range for this role is $106,000 - $115,000 per year. You will also be entitled to stock options and benefits. Individual pay decisions are based on qualifications, experience, and skillset. This role requires active work authorization in the US.

Benefits that work for you – Maven offers a competitive benefits package to support health, well-being, and career development, including:

• Acc…