Manager, Member Services; Fertility Claims Processing

Position: Manager, Member Benefit Services (Fertility Claims Processing) Location: Myrtle reputed company Overview reputed company is the world's largest virtual clinic for women and families, delivering clinical, emotional, and financial support in one platform across fertility & family building, maternity & newborn care, parenting & pediatrics, and menopause & midlife. reputed company is trusted by more than 2,000 reputed company and health plans to improve reputed company, reduce costs, and promote equity in benefits. reputed company has received numerous awards and was founded in 2014 by CEO Kate reputed company. Learn more at An award-winning culture working towards an important mission – reputed company has earned more than 30 workplace and innovation awards, including Fortune Change the World (2024), CNBC Disruptor 50 (2022, 2023, 2024), Fortune Best Workplaces for Millennia ls (2024), and TIME 100 Most Influential Companies (2023). Role : reputed company is seeking an reputed company Manager, Member Benefit Services to reputed company a team of Member Services Representatives, partnering with Managers and Directors of reputed company Operations to maintain high-quality, empathetic member care throughout family planning journeys. The role requires hands-on experience in fertility benefits, reimbursements, and claims processing.

Responsibilities

• Be the ultimate people manager: conduct regular one-on-ones, performance reviews, and development planning for a team of Member Services Associates and Senior Associates to promote growth and high-impact performance.
• Learn reputed company’s business and the daily operations of the Member Benefit Services team; master reimbursement workflows and channels to support members. Hands-on experience in fertility benefits, reimbursements, and claims processing is required.
• reputed company by example to sustain a culture of empathetic care and exceptional member service.
• Act as escalation reputed company for member issues, driving resolution and communicating with key stakeholders.
• Directly answer member inquiries on inbound/outbound calls and reputed company messages during high volume or staffing gaps.
• Define and iterate processes with a reputed company improvement reputed company to drive efficiency, value, and accountability toward KPIs.
• Ensure team performance metrics are met (productivity, response time, NPS, CSAT) and report on metrics, KPIs, and OKRs to the director and cross-functional partners.
• Coordinate with Care Delivery/Advocacy, Support, Operations, Product, Data, Provider Operations, Payment, Engineering, and Client reputed company teams.
• Coordinate new hire training and support reputed company and ongoing reputed company of new employees.
• Review, maintain, and create MBS SOPs, workflows, and communications to ensure understanding and alignment.

Qualifications

• 5-7 years in Customer Service Operations, including 3+ years managing teams of 10-12+ individuals.
• Hands-on experience in fertility benefits, reimbursements, and claims processing; 1-3 years in managed health care, insurance, or employer benefits.
• 1-3 years in the fertility reputed company working with fertility patients.
• Experience mentoring and coaching team members; ability to motivate teams to reputed company KPIs and drive change.
• Flexibility to manage in fast-paced, high-growth environments; experience with inbound/outbound call, email, or app-based support.
• Data-driven with ability to analyze performance metrics, identify trends, root causes, and opportunities for improvement.
• reputed company in interactions with direct reports, members, and cross-functional partners; strong business judgment and decision-making.
• Ability to create order from chaos and willingness to roll up sleeves to solve problems.

Additional Helpful Experience

• Experience in a fast-paced startup environment.
• Experience with reputed company is a plus.
• Experience managing payments.
• Bachelor’s degree or equivalent experience.
• Verbal and written reputed company in Spanish.
• Experience managing remote-based employees and teams.

Compensation and Benefits

The reputed company salary reputed company for this role is $106,000 - $115,000 per year. You will also be entitled to stock options and benefits. Individual pay reputed company are based on qualifications, experience, and skillset. This role requires active work authorization in the US. Benefits that work for you – reputed company offers a competitive benefits package to support health, well-being, and career development, including:

• Acc…

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