Maven Clinic
Member Services Team Lead – Medication Access & Support Programs
New York, NY; Remote, US (Hub cities) · Full-time
Sponsorship not specified$89k-$105kDetected 16 days ago
ZendeskPharmacy PracticeLeadershipCommunicationMentoring
About the role
- To learn more about Maven, visit us at mavenclinic.com.
- This is a player coach role focused on real time execution, coaching, and first line escalation.
- You will be closely embedded in daily operations, ensuring queues are healthy, issues are resolved quickly, and associates are supported as they navigate complex pharmacy and insurance workflows.
Responsibilities
- Own real time execution during assigned shifts across chat and phone queues.
- Serve as day to day support for a team of Member Services Associates.
- Conduct quality reviews and deliver clear, actionable feedback.
- Support onboarding and ramping of new hires.
- Partner with internal teams to resolve escalated member issues while maintaining non clinical boundaries.
- Support team performance across response time, resolution quality, and member satisfaction.
Requirements
- Comfort handling escalations and emotionally charged member situations.
- Ability to balance hands-on work with people leadership.
Nice to have
- Experience supporting specialty or high demand medications.
- Experience with Zendesk highly preferred or other CX tools.
- Experience helping teams adopt new tools or workflows.
- Fluency in Spanish or another commonly spoken member language.
- Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset.
- If you do not have experience in all of the areas detailed above, we hope that you will share your unique background with us in your application and how it can be additive to our teams.
- Maven is an affirmative action and equal opportunity employer.
- Maven is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.
Compensation
- The base salary range for this role is $89,000 - $105,000 per year.
Benefits
- Our benefits are designed to support your health, well-being and career development, helping you thrive both personally and professionally.
- We remain focused on providing a competitive benefits package for our employees.
- On top of standards such as employer-covered health, dental, and insurance plan options, we offer an inclusive approach to benefits:
- Maven for Mavens: access to the full platform and specialists, including care for mental health, reproductive health, family planning and pediatrics.
- Whole-self care through wellness partnerships
- 16 weeks 100% paid parental leave and new parent stipend (for Mavens who've been with us for 1 year+)
- Annual professional development stipend and access to a personal career coach through Maven for Mavens
- 401K matching for US-based employees, with immediate vesting
- These benefits are applicable to Maven Clinic Co., US-based, full-time employees only.
- 1099/Contract Providers are ineligible for these benefits.
Equal opportunity
- Maven is an affirmative action and
- equal opportunity employer.
- equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.
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This listing is sourced directly from Maven Clinic's careers page and normalized into a canonical job model.