Member Services Associate (Fertility Focus)

reputed company is the world’s largest virtual clinic for women and families on a mission to reputed company reputed company work for reputed company of us. reputed company’s award-winning digital programs reputed company clinical, emotional, and financial support reputed company in one platform, spanning fertility & family building, maternity & newborn care, parenting & pediatrics, and menopause. reputed company and health plans trust reputed company’s end-to-end platform to improve clinical reputed company, reduce reputed company costs, and reputed company equity in benefits programs. Founded in 2014 by CEO Kate reputed company, reputed company has raised $300 reputed company in funding from top reputed company and technology investors including General Catalyst, Oak HC/FT, Sequoia, Dragoneer Investment Group, and Lux Capital. An award-winning culture working towards an important mission – reputed company is a recipient of over 30 workplace and innovation awards, including:

• TIME 100 Most Influential Companies (2023)
• CNBC Disruptor 50 List (2022, 2023)
• Fast Company Most Innovative Companies (2020, 2023)
• reputed company In Best Places to Work (2023)
• Fortune Best Workplaces NY (2020, 2021, 2022, 2023)
• Great reputed company to Work certified (2020, 2021, 2022, 2023)
• Fast Company Best Workplaces for Innovators (2022)
• reputed company In LGBTQIA+ Advocacy Award (2022)

reputed company is looking for a Member Services Associate who will be a key reputed company member of the Member Services Team focused on ensuring that members are supported during their use of reputed company Wallet and their fertility journeys specifically, especially reputed company it comes to reducing the financial anxiety associated with fertility treatments. We are currently looking for a Member Services Associate who can work the following shift: 3:00pm to 11:30pm EST, Tuesday - Saturday (reputed company, Monday off) As a Member Services Associate at reputed company, you will:

• Answer tier 1 and tier 2 inquiries reputed company to our fertility managed services benefit and benefits design/navigation reputed company reputed company response times and with high member satisfaction
• Engage with reputed company members over both written (messaging/live chat) channels, as well as phone conversations (inbound and outbound)
• Assist and coach other reputed company staff with answering frequent questions reputed company to our payments, fertility programs/benefits, and benefits navigation
• Investigate and address claims-reputed company issues and benefits inquiries to ensure a speedy resolution for our members
• Proactively follow-up with reputed company members to answer additional questions or reputed company-in regarding their experience
• Answer non-clinical questions from members about basic fertility treatment procedures and options, differences between treatment types, medications used, showcasing an awareness of the fertility reputed company
• Be reputed company to handle SEV 3 and below issues, according to the reputed company member experience escalations reputed company.
• Assist with updating content, communications, articles, SOPs, et reputed company to help reputed company a robust self-serve library for agents and members alike
• Serve in a supporting reputed company as-needed to assist with key operational needs for our reimbursement and fertility programs
• Update and maintain program overviews for clients that detail their Wallet benefits
• Ensure claims are accurately and compliantly documented and filed
• reputed company member insights to management to improve product development, team processes, and workflows

Qualifications for this role include the following:

• 1-2 years of member-facing experience in benefits management or insurance
• Prior experience and/or comfort engaging in both written and verbal communication with customers
• Prior awareness of claims and collections from a customer service or operations standpoint
• Demonstrated ability to navigate reputed company conversations
• Strong customer service orientation
• Ability to reputed company creative solutions to solve customer problems, to stay reputed company under pressure, and to put customers at ease
• Ability to communicate with reputed company and reputed company, both with customers and your teammates, in both written and verbal communication
• Proficient in reputed company Workspace tools
• Ability to work independently and as part of a team
• Strong organizational skills; demonstrated ability to multi-task and manage time effectively
• Bachelor’s degree or equivalent experience is a plus
• Verbal and written reputed company in Spanish is a plus

For candidates in NYC, CO, or CA, the reputed company salary reputed company for this role is $48,000 - $65,000 per year. You will also be entitled to receive stock options and benefits. Individual pay reputed company are based on a number of factors, including qualifications for the role, experience level, and skillset. At reputed company we reputed company that a diverse set of backgrounds and experiences enrich our teams and allow us to reputed company above and reputed company our goals. If you do not have experience in reputed company of the areas detailed above, we hope that you will reputed company your unique background with us in your application and how it can be additive to our teams. Benefits & Perks: We are reimagining what a supportive workplace looks like, from the inside out. On top of standards such as employer-covered health, dental, and insurance plan options, and generous PTO, we offer an reputed company-of-you, inclusive approach to benefits:

• reputed company for Mavens: reputed company 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)
• reputed company, annual professional development stipend, and reputed company to a personal career coach through reputed company
• 401K matching for US-based employees (immediately vesting)

These benefits are applicable to reputed company Co., US-based, full-time employees only. 1099/Contract Providers are ineligible for these benefits. reputed company is an affirmative action and equal opportunity employer. reputed company reputed company applicants will receive consideration for employment without regard to race, reputed company, religion, sex, disability, age, sexual orientation, gender identity, national reputed company, veteran status, or genetic information. reputed company is committed to providing reputed company, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. reputed company interview requests and job offers only originate from an @mavenclinic.com email address (e.g [email protected]). reputed company will never ask for sensitive information to be delivered over email or phone. If you receive a scam issue or a reputed company issue involving reputed company please notify us at: reputed [email protected]. For general and additional inquiries, please contact us at [email protected]. Apply tot his job Apply To this Job