Member Services Team Lead – Medication Access & Support Programs

United States·New YorkRemotelead

OtherTeam Lead

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Quick Summary

Key Responsibilities

Real Time Execution & Queue Ownership Own real time execution during assigned shifts across chat and phone queues. Monitor queue health, coverage,

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OtherTeam Lead

Maven is the world's largest virtual clinic for women and families on a mission to make healthcare work for all of us. Maven's award-winning digital programs provide clinical, emotional, and financial support all in one platform, spanning fertility & family building, maternity & newborn care, parenting & pediatrics, and menopause & midlife. More than 2,000 employers and health plans trust Maven's end-to-end platform to improve clinical outcomes, reduce healthcare costs, and provide equity in benefits programs. Recognized for innovation and industry leadership, Maven has been named to the Time 100 Most Influential Companies, CNBC Disruptor 50, Fast Company Most Innovative Companies, and FORTUNE Best Places to Work. Founded in 2014 by CEO Kate Ryder, Maven has raised more than $425 million in funding from top healthcare and technology investors including General Catalyst, Sequoia, Dragoneer Investment Group, Oak HC/FT, StepStone Group, Icon Ventures, and Lux Capital. To learn more about Maven, visit us at mavenclinic.com.

Fortune Change the World (2024)
CNBC Disruptor 50 List (2022, 2023, 2024)
Fortune Best Workplaces for Millennials (2024)
Fortune Best Workplaces in Health Care (2024)
TIME 100 Most Influential Companies (2023)
Fast Company Most Innovative Companies (2020, 2023)
Built In Best Places to Work (2023)
Fortune Best Workplaces NY (2020, 2021, 2022, 2023, 2024)
Great Place to Work certified (2020, 2021, 2022, 2023, 2024)
Fast Company Best Workplaces for Innovators (2022)
Built In LGBTQIA+ Advocacy Award (2022)

Maven is seeking a Team Lead to support frontline associates working on a new medication access and pharmacy supported care program. 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.

This role is ideal for someone with strong operational instincts who enjoys being close to the work and developing others.

The Member Services team supports members 7 days a week; shift availability will vary.

Responsibilities

~1 min read

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.

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 where no clear script exists.
Conduct quality reviews and deliver clear, actionable feedback.
Support onboarding and ramping of new hires.

Act as the first line escalation point for pharmacy and insurance issues including missing information, coverage rejects, routing questions, and fulfillment delays.
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.

Ensure consistent execution of SOPs, scripts, and workflows.
Identify breakdowns in workflows and flag patterns or risks to leadership.
Help test, roll out, and reinforce new workflows, macros, or tooling changes.
Support team performance across response time, resolution quality, and member satisfaction.

Requirements

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2–4 years of experience in healthcare support, pharmacy operations, insurance navigation, or related fields.
Prior experience coaching, mentoring, or acting as a senior or lead in a frontline environment.
Strong understanding of pharmacy workflows, insurance coverage concepts, and medication access processes.
Comfort handling escalations and emotionally charged member situations.
Strong written and verbal communication skills.
Ability to balance hands-on work with people leadership.

Experience supporting specialty or high demand medications.
Experience with Zendesk highly preferred or other CX tools.
Familiarity with QA frameworks and support performance metrics.
Experience helping teams adopt new tools or workflows.
Fluency in Spanish or another commonly spoken member language.

The base salary range for this role is $89,000 - $105,000 per year. You will also be entitled to receive equity and benefits. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset.

At Maven we believe that a diverse set of backgrounds and experiences enrich our teams and allow us to achieve above and beyond our goals. 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.

What We Offer

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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

✓Hybrid work, in office meals, and work together days

✓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