Jobs in Colombo, Brazil

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 Maven Clinic 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 looking for an experienced Manager, Member Benefit Services to manage a team of spirited Member Services Representatives. You will work alongside the Managers and Directors of Maven 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 ready to roll up their sleeves and problem-solve with team members, and who has a proven track record of motivating others.

We’re looking for someone with hands-on experience in fertility benefits, reimbursements, and claims processing.

Maven’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, within Eastern U.S. time.

Current Shifts:

• Monday - Friday 11:30 AM - 8:30 PM EST
• Monday - Friday 8:30 AM - 5:30 PM EST

As a Manager, Member Benefit Services at Maven, 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.
• Be expected to quickly learn the ins and outs of Maven’s business and the daily operations of the Member Benefit Services team—diving deep into our communication channels and mastering the reimbursement workflows that support our members. We’re looking for someone with hands-on experience in fertility benefits, reimbursements, and claims processing.
• Lead 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 point of escalation for member issues, driving problems to resolution while managing communication with key stakeholders.
• Directly answer member inquiries on inbound/outbound calls and Zendesk messages in times of high volume or during staffing gaps.
• Use your continuous improvement mindset 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 lead 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 Success teams.
• Coordinate new hire training and take an active role in the success of new employees during onboarding and training.
• Perform 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.
• Hands-on experience in fertility benefits, reimbursements, and claims processing. 1-3 years of experience in managed health care, insurance, or employer benefits required
• 1-3 years of experience in the fertility space working with fertility patients.
• 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 excellence.
• A strong sense of empathy 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 achieve 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 Zendesk is a plus.
• Prior experience managing payments.
• Bachelor’s degree or equivalent experience.
• Verbal and written fluency in Spanish.
• Experience managing remote based employees and teams.

The base salary range for this role is $106,000 - $115,000 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.