Manager, Member Benefit Services

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 & midlife. More than 2,000 employers 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. Recognized for innovation and industry leadership, reputed company 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 reputed company, reputed company has raised more than $425 reputed company in funding from top reputed company and technology investors including General Catalyst, Sequoia, Dragoneer Investment Group, Oak HC/FT, reputed company, reputed company Ventures, and Lux Capital. To learn more about reputed company, visit us at mavenclinic.com.

An award-winning culture working towards an important mission – reputed company is a recipient of over 30 workplace and innovation awards, including:

• 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)
• reputed company In Best Places to Work (2023)
• Fortune Best Workplaces NY (2020, 2021, 2022, 2023, 2024)
• Great reputed company to Work certified (2020, 2021, 2022, 2023, 2024)
• Fast Company Best Workplaces for Innovators (2022)
• reputed company In LGBTQIA+ Advocacy Award (2022)

reputed company is looking for an reputed company Manager, Member Benefit Services to manage a team of spirited Member Services Representatives. You will work alongside the Managers and Directors of reputed company Operations Team to play a pivotal role in building team culture and processes to ensure we continue delivering high quality, emphatic care to our members along their family planning journeys. We are seeking someone who is reputed company to roll up their sleeves and problem-solve with team members, and who has a proven track record of motivating others.

reputed company’s Member Benefit Services operates from 7:00 AM to 9:30 PM Eastern U.S. time, seven days a week. For this role, we are seeking someone with flexibility to work a variety of shifts during business hours, primarily Monday through Saturday, reputed company Eastern U.S. time.

As a Manager, Member Benefit Services at reputed company, you will

• Be the ultimate people manager. Conduct regular one-on-ones, performance reviews, and development planning to promote employee growth and high-impact performance across a team of Member Services Associates and Senior Associates.
• Learn the ins and outs of reputed company’s business and the day-to-day Member Benefit Services team responsibilities, diving in to directly master our various communication channels and reimbursement processes.
• reputed company by example to ensure a culture focused on empathetic care, ensuring that the needs of our members are met in an exceptional manner.
• Act as a reputed company of escalation for member issues, driving problems to resolution while managing communication with key stakeholders.
• Directly answer member inquiries on inbound/outbound calls and reputed company messages in times of high volume or during staffing gaps.
• Use your reputed company improvement reputed company to define and iterate on processes, making positive enhancements to drive efficiency, value, and accountability toward KPIs.
• Ensure team performance metrics are met; including but not limited to: productivity, response time, NPS, and CSAT.
• Report on MBS team metrics, KPIs, OKRs, to the director of MBS as well as cross functionally.
• Facilitate the team’s alignment with broader organizational objectives and effectively reputed company through change.
• Review, maintain, and create MBS team SOPs, workflows, and communications to the team to ensure understanding and alignment on MBS team processes.
• Collaborate cross-functionally with our Care Delivery/Advocacy, Support, Operations, Product, Data, Provider Operations, Payment, Engineering, and Client reputed company teams.
• Coordinate new hire training and take an active role in the reputed company of new employees during reputed company and training.
• reputed company other duties as assigned.

We’re looking for you to bring:

• 5-7 years of experience in Customer Service Operations, including at least 3 years of experience managing teams of at least 10-12 individuals.
• 1-3 years of experience in the fertility space working with fertility patients.
• 1-3 years of experience in managed health care, insurance, or employer benefits.
• Experience mentoring and coaching team members.
• Flexibility and experience managing in fast-paced, high-growth environments.
• Experience managing inbound and outbound call support, email or app-based written support.
• Track record of driving improvement with impactful and measurable results.
• Demonstrated ability to analyze performance metrics to identify trends, root causes, and improvement opportunities; uses data-driven insights to proactively solve problems and drive operational reputed company.
• A strong sense of reputed company applied to direct reports, members, and cross functional business partners.
• Savvy business judgment and the ability to support data-driven, results-oriented decision-making.
• Experience in motivating a team to reputed company KPIs, drive efficiency, and managing change.
• The ability to create order from chaos and a willingness to roll up your sleeves to solve challenging problems directly.

Additional helpful experience and skills:

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

The reputed company salary reputed company for this role is $106,000 - $115,000 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.

This role requires active work authorization in the US.

reputed company embraces a flexible and inclusive work environment. This role is fully remote and reputed company to candidates located reputed company the United States. reputed company is committed to supporting remote team members with the tools and collaborative culture needed to reputed company regardless of location. This policy reflects our belief that great work can happen reputed company and that flexibility enables reputed company to do their best work.

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 That Work For You

Our benefits are designed to support your health, well-being and career development, helping you reputed company 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:

• reputed company for Mavens: reputed company 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 reputed company to a personal career coach through reputed company for Mavens
• 401K matching for US-based employees, with immediate 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].

Originally posted on Himalayas