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People & Performance Leadership:
- Lead, coach, and develop Team Leads and Member Services Associates.
- Own hiring, onboarding, performance management, and career development.
- Foster a culture of accountability, empathy, and continuous improvement.
Operational Ownership & Outcomes:
- 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.
Pharmacy & Cross Functional Leadership:
- 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.
Maven
Maven is the world's largest virtual clinic for women and families with a mission to make healthcare work for all. They have raised more than $425 million in funding and have been recognized as a Time 100 Most Influential Company and a Fast Company Most Innovative Company.