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Team Leadership & Coaching:
- Serve as day-to-day support for a team of Member Services Associates, providing real-time coaching on judgment calls and prioritization.
- Conduct quality reviews and deliver actionable feedback to improve team performance.
- Support onboarding and ramping of new hires.
Escalations & Issue Resolution:
- Act as first-line escalation point for pharmacy and insurance issues, including coverage rejects and fulfillment delays.
- Partner with internal teams to resolve escalated member issues while maintaining non-clinical boundaries.
- Ensure appropriate handling of safety concerns and sensitive disclosures.
Operational Excellence:
- Ensure consistent execution of SOPs, scripts, and workflows.
- Identify breakdowns and flag patterns or risks to leadership.
- Help test, roll out, and reinforce new workflows, macros, or tooling changes.
Maven Clinic
Maven is the world's largest virtual clinic for women and families, providing clinical, emotional, and financial support through a single platform for fertility, maternity, parenting, and menopause. With over 2,000 employers and health plans, Maven has raised more than $425 million and been recognized as a top workplace by Fortune, CNBC, and Fast Company.