Senior Support Associate, Maven Clinic
$55-65k
+ Stock options
More information about location
Virtual clinic for women's and family health
Job no longer available
Virtual clinic for women's and family health
1001+ employees
Job no longer available
$55-65k
+ Stock options
More information about location
1001+ employees
Company mission
To make healthcare work for all of us.
Role
Who you are
- Demonstrated ability to get things done, exceptional attention to detail, and great research skills
- Commitment, flexibility, and willingness to take ownership in delivering excellent customer service
- Ability to work both independently and collaboratively as part of a remote team
- Ability to develop creative solutions to solve customer problems, to stay calm under pressure, and to put customers at ease
- Ability to communicate with empathy and clarity, both with customers and your teammates
- Desire to make a positive impact on the care our members receive
- Desire to make a major contribution to an exciting organization that is improving the health of the world–one woman, one family at a time
- 2+ years of experience in high volume customer service settings
- Experience providing customer support via phone, live chat, and messaging
- Strong written and verbal communication skills
- High degree of empathy in dealing with sensitive topics
- Strong organizational skills and attention to detail
- Experience working in remote team environments
- Experience working in the health-tech, fertility benefits, or insurance space
- Experience supporting specialty medications, chronic condition programs, or medications requiring intensive insurance steps
- Experience coordinating with pharmacies, prescribers, or clinical operations teams
- Experience working with Zendesk (live chat, email, or phone), Slack and Google Workspaces
- Experience working at a fast-paced start-up
What the job involves
- Maven is looking for full-time Senior Support Associates to join our Care Support team and support members and providers. Our Care Support team is the voice of Maven, helping both providers and members navigate the world of digital care.
- In addition to supporting our fertility and family planning programs, this role will also be part of a new, fast-growing care program involving complex GLP-1 medication access, pharmacy coordination, and sensitive chronic condition support.
- You will learn the ins and outs of the product, operations, and the needs of our members
- We support Maven members 24/7/365 and each Senior Support Associate has a set schedule and must feel comfortable committing to it
- We are currently looking for Senior Support Associates who are available to work either Tuesday to Saturday 8:00am - 5:00pm EST or Sunday to Thursday 8:00am - 5:00pm EST
- Be a first point of contact and deliver exemplary service to our members and providers through multiple channels including phone, email and live chat
- Share information about Maven with our members–everything from product functioality to benefits eligibility and the range of our provider services
- Support members in account set up, enrollment, pharmacy coordination, and booking appointments with providers
- Provide first-line technical support and escalate technical and member experience issues following standardized operating procedures
- Collaborate with your teammates to provide the best possible solutions for Maven members and providers, within target response times and with high member satisfaction
- Collaborate cross functionally to resolve member escalations and provide personalized care
- Relay member insights to management to improve product development, team processes, and workflows
Our take
Maven is a virtual care provider that is particularly focused on delivering better outcomes for women. Its digital health model is intended to make healthcare services more accessible, supporting those that have been marginalized by the traditional healthcare system.
The company's online pregnancy, fertility and pregnancy clinic gives its users access to holistic care. As part of the burgeoning digital health market, Maven is not without competitors, but where it stands out is in focussing on underserved groups.
Maven has received significant funding and continues to expand its services, for example into the treatment of postnatal depression and the earlier identification of pregnancy risks. As the company grows, it will continue to focus on enhancing its cultural flexibility as it expands support networks across all stages of family and reproductive life.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 10 rounds)
Oct 2024
$125m
SERIES F
Nov 2022
$90m
SERIES E
Total funding: $427.8m
Company benefits
- Maven for Mavens: access to the full platform and specialists, including care for everything from mental health, reproductive health, family planning, pediatrics
- Whole-self care through wellness partnerships
- Weekly breakfast, lunch, and get-togethers
- 16 weeks 100% paid parental leave, flexible time upon return, and $1.5K/mo for 2 months, new parent stipend (for Mavens who've been with us at least six months)
- Annual professional development stipend and access to a personal career coach through Maven
- 401K matching for US-based employees (immediately vesting)
Company HQ
Hudson Square, New York, NY
Leadership
Kate Ryder
(CEO)Prior to founding Maven in 2014, Kate worked in venture capital and as a journalist, writing for the Economist from Southeast Asia, New York and London and for the New Yorker.
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