Manager, Member Services - Medication Access & Support Programs
Maven Clinic
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.
An award-winning culture working towards an important mission – Maven Clinic 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)
- 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 Manager to lead and scale a Member Services function supporting a pharmacy enabled medication access program. This role is accountable for performance outcomes, staffing capacity, cross functional alignment, and continuous improvement across complex insurance and pharmacy workflows.
You will be the operational owner, responsible for member experience outcomes, pharmacy coordination, and managing escalation trends. This role involves leading a Team Lead and a group of frontline associates.
The Member Services team supports members 7 days a week; shift availability will vary.
What You’ll Do
People & Performance Leadership
- Lead, coach, and develop Team Leads and Member Services Associates.
- Set clear expectations around quality, productivity, and member experience.
- Own hiring, onboarding, performance management, and career development.
- Foster a culture of accountability, empathy, and continuous improvement.
Operational Ownership & Outcomes
- Own performance outcomes for medication access including resolution time, pharmacy turnaround, quality scores, and member satisfaction.
- Ensure consistent execution of pharmacy coordination, insurance navigation, and escalation workflows.
- Partner with Workforce Management on staffing models, headcount planning, and capacity forecasting.
Pharmacy & Cross Functional Leadership
- Serve as the primary operational partner for pharmacy vendors, owning escalation patterns, performance issues, and workflow alignment.
- Collaborate closely with clinical operations, product, legal, and risk teams to resolve systemic issues.
- Represent Member Services in cross functional forums and planning discussions.
Risk, Compliance & Escalations
- Own operational risk management, compliance adherence, and audit readiness for medication access workflows.
- Serve as escalation owner for high impact, systemic, or cross team issues.
- Ensure teams adhere to privacy, PHI, and non clinical scope requirements.
Process Improvement & Scale
- Identify trends and friction points across pharmacy, insurance, and member workflows.
- Lead process improvements, tooling enhancements, and documentation updates.
- Drive change management as partners, policies, and workflows evolve.
- Support program scaling including new pharmacy partners or expanded offerings.
Minimum Qualifications
- 5+ years of experience in healthcare operations, member services, pharmacy operations, or insurance support.
- 2+ years of people management experience in complex, high volume support environments.
- Strong understanding of pharmacy fulfillment, insurance coverage, and medication access workflows.
- Proven ability to manage operational risk, escalations, and cross functional dependencies.
- Strong leadership, communication, and decision making skills.
Preferred Qualifications
- Experience leading teams supporting specialty or high demand medications.
- Background in prior authorization, benefit investigation, or pharmacy partnerships.
- Experience scaling new programs or standing up new service lines.
- Experience with Zendesk highly preferred or other CX tools.
- Fluency in Spanish or another commonly spoken member language.
The base salary range for this role is $106,000 - $125,000 per year. You will also be entitled to receive stock options and benefits. Individual pay decisions 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.
Maven embraces a flexible and inclusive work environment. This role is fully remote and open to candidates located within the United States. Maven is committed to supporting remote team members with the tools and collaborative culture needed to thrive regardless of location. This policy reflects our belief that great work can happen anywhere and that flexibility enables our team to do their best work.
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.
Benefits That Work For You
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
These benefits are applicable to Maven Clinic Co., US-based, full-time employees only. 1099/Contract Providers are ineligible for these benefits.
Maven is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Maven is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Maven Clinic interview requests and job offers only originate from an @mavenclinic.com email address (e.g jsmith@mavenclinic.com). Maven Clinic will never ask for sensitive information to be delivered over email or phone. If you receive a scam issue or a security issue involving Maven Clinic please notify us at: security@mavenclinic.com. For general and additional inquiries, please contact us at careers@mavenclinic.com.