Senior Member Services Specialist

Maven Clinic is the world's largest virtual clinic for women and families on a mission to make healthcare work for all of us. Through Maven Enterprise, the company partners with more than 2,300 employers and health plans to provide end-to-end women's and family health programs spanning fertility and family building, maternity and newborn care, parenting and pediatrics, and menopause and midlife — improving clinical outcomes, reducing healthcare costs, and expanding equitable access to high-quality care at scale. Through its consumer platform, Maven provides direct access to virtual care across 30+ specialties, as well as dedicated hormone and GLP-1 care programs purpose-built for women. Founded in 2014 by CEO Kate Ryder, Maven Clinic has raised more than $425 million from leading healthcare and technology investors including General Catalyst, Sequoia, Dragoneer Investment Group, Oak HC/FT, StepStone Group, Icon Ventures, and Lux Capital. Recognized for innovation and industry leadership, Maven has been named to the TIME100 Most Influential Companies, CNBC Disruptor 50, Fast Company's Most Innovative Companies, and FORTUNE Best Places to Work. Learn more at mavenclinic.com

An award-winning culture working towards an important mission – Maven Clinic is a recipient of over 30 workplace and innovation awards, including:

• TIME 100 Most Influential Companies (2023, 2026)

• Fortune Change the World (2024)

• CNBC Disruptor 50 List (2022, 2023, 2024)

• Fortune Best Workplaces for Millennials (2024)

• Fortune Best Workplaces in Health Care (2024)

• Fast Company Most Innovative Companies (2020, 2023)

• Fortune Best Workplaces NY (2020, 2021, 2022, 2023, 2024)

Maven is looking for a Senior Member Services Specialist to take on our most complex and sensitive member cases.

A few examples: a member’s reimbursement is denied and she wants it reviewed again mid-IVF cycle, while her clinic is asking for payment. Her Wallet card declines at the pharmacy, leaving her $900 out of pocket. Her employer changes plans two weeks before a scheduled transfer. Each case involves money, medical timelines, and a high level of trust.

You’ll own cases like these from first contact through resolution, by phone and in writing. You’ll also handle everyday support volume, including appointment changes, login issues, enrollment questions, and partner programs. The mix shifts with demand, so breadth matters as much as depth.

Our Member Services team supports Maven members 7 days a week. The shifts we’re hiring for are listed below in EST.

• Monday–Friday, 8:30 a.m.–5:00 p.m.

• Monday–Friday, 10:00 a.m.–6:30 p.m.

• Monday–Friday, 1:00 p.m.–9:30 p.m.

• Monday–Friday, 6:00 p.m.–2:30 a.m.

• Tuesday–Saturday, 8:30 a.m.–5:00 p.m. weekdays; 9:00 a.m.–5:30 p.m. Saturday

• Tuesday–Saturday, 10:00 a.m.–6:30 p.m. weekdays; 9:00 a.m.–5:30 p.m. Saturday

• Tuesday–Saturday, 1:00 p.m.–9:30 p.m. weekdays; 9:00 a.m.–5:30 p.m. Saturday

• Sunday–Thursday, 8:30 a.m.–5:00 p.m. weekdays; 9:00 a.m.–5:30 p.m. Sunday

• Sunday–Thursday, 1:00 p.m.–9:30 p.m. weekdays; 9:00 a.m.–5:30 p.m. Sunday

• Own complex and sensitive cases end to end, including appeals, denied claims and applications, coverage loss, COBRA, deductible disputes, and urgent care needs.

• Take member calls on specialty workflows, including conversations that have already gone badly.

• Understand what a member is actually asking for and apply the right workflow—knowing, for example, that a denial question and a formal appeal may require different