Job Description
Real Time Execution & Queue Ownership:
- Own real time execution during assigned shifts across chat and phone queues.
- Monitor queue health, coverage, and workload distribution to ensure timely responses.
- Step in directly to handle complex cases or volume spikes as needed.
Team Leadership & Coaching:
- Serve as day to day support for a team of Member Services Associates.
- Provide real time coaching on judgment calls, prioritization, and handling ambiguous cases.
- Conduct quality reviews and deliver clear, actionable feedback.
Escalations & Issue Resolution:
- Act as the first line escalation point for pharmacy and insurance issues.
- Partner with internal teams to resolve escalated member issues while maintaining non clinical boundaries.
- Ensure appropriate handling and escalation of safety concerns or sensitive disclosures.
About Maven
Maven is the world's largest virtual clinic for women and families, aiming to make healthcare accessible. They offer clinical, emotional, and financial support via a single platform. Maven has over 2,000 employer and health plan clients and has been recognized with multiple workplace and innovation awards.