Resolution Response Specialist, Maven Clinic
$82-96k
+ Equity
More information about location
Virtual clinic for women's and family health
Be an early applicant
Virtual clinic for women's and family health
1001+ employees
Be an early applicant
$82-96k
+ Equity
More information about location
1001+ employees
Company mission
To make healthcare work for all of us.
Role
Who you are
- Bachelor’s degree in Healthcare Administration, Business, Communications, or related field preferred, or equivalent experience; 3+ years in escalation management, member/customer advocacy, health benefits, or healthcare operations
- Experience resolving complex, multi-stakeholder escalations; strong knowledge of employer-sponsored benefits, reimbursement and claims workflows, and the fertility/family-building member journey
- Familiarity with Zendesk, Jira, Guru, Google Sheets, and Looker
- Highly organized and detail-oriented, with strong critical thinking, root-cause analysis, and structured case management skills
- Excellent verbal and written communication, with strong de-escalation skills and the ability to translate complex benefits and billing issues into clear resolution plans
- Sound legal and risk judgment, with the ability to identify when to involve Legal, Compliance, or leadership and collaborate effectively across teams
- Empathetic, composed, and member-centric, with the ability to navigate high-emotion, high-stakes cases through resolution
What the job involves
- Maven is looking for a Senior Associate, Resolution Response Team who will lead the end-to-end resolution of complex, high-risk member escalations, serving as a Tier 2 senior owner within the Resolution Response Team to ensure every escalation is handled consistently, efficiently, and at the right level the first time — restoring member trust while protecting Maven, its clients, and its members
- Own escalated member cases end-to-end, serving as the single accountable owner for moderate-to-high complexity issues across billing, reimbursement, benefits, coordination of benefits, network exceptions, and service breakdowns
- Conduct structured investigations using the established triage framework (Category → Owner → Macro → Checklist → SLA → Escalation Path), reviewing ticket history, call recordings, prior guidance, client documentation, spend, and reimbursement records before resolution
- Lead service recovery by reviewing low-rated interactions, conducting proactive outreach (call-first where possible), applying de-escalation protocols, and confirming closed-loop resolution with a written member recap
- Serve as the primary cross-functional bridge across MBS, Support, Care Delivery, Client Success, Payment Operations, Network Operations, Product, Engineering, and Legal/Compliance to coordinate corrective action and accelerate resolution
- Communicate with members using approved macros and empathy-led, legally protective language; provide CSMs with concise case summaries and polished client-facing messaging when needed
- Identify and route risk using Critical/High/Standard severity and SEV 2/SEV 3 legal protocols for legal, compliance, discrimination, or regulatory exposure
- Maintain precise documentation in Zendesk and the escalation tracker, applying granular themes, reason codes, and ownership tags to enable reliable root-cause reporting
- Identify escalation trends and drive macro, playbook, and process improvements that reduce recurrence and prevent repeat escalations
- This is a non-exempt, Monday–Friday position with hours of 8:30 a.m.–5:00 p.m. ET and occasional weekend coverage as needed
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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