Senior Care Support Pro (Remote) – Member Care Expert

Maven Clinic; Minneota (MN); Remote; USD 45.000 - 65.000; Vollzeit

Benefits dieser Stelle

Equity

Benefits

Zusammenfassung

Maven Clinic is seeking a full-time Senior Care Support Associate to join our Care Support team. Senior Associates are the backbone of our specialized support operations, bringing deep product knowledge, ownership over complex workflows, and a commitment to delivering exemplary care to members and providers alike.

This role sits within our Tier 2 (Specialized) structure and handles nuanced inquiries while contributing to AI quality assurance, bug triage, and evolving support workstreams as Maven

Qualifikationen

• 2+ years of experience in high-volume customer service settings.
• Experience providing support via phone, live chat, and messaging.
• Comfortable adapting to shifting priorities in a fast-paced, remote environment.
• Experience supporting specialty medications, chronic condition programs, or pharmacy coordination preferred, not required.
• Experience with QA processes or reviewing support interactions for quality preferred, not required.
• Experience working with Zendesk, Slack, and Google Workspace preferred, not required.
• Experience working in a tiered support or escalation-focused environment preferred, not required.

Aufgaben

• Serve as first point of contact and deliver exemplary service to our members and providers through multiple channels, including messaging, phone and live chat
• Support members in enrollment, clinic and pharmacy coordination, and booking appointments with providers
• Apply deep product, partnership, and benefits knowledge to navigate nuanced care needs and resolve member escalations
• Handle specialized support workstreams including verification calls, Maven partnership inquiries, and clinic support questions
• Support quality assurance processes across Maven products, identifying improvement opportunities and surfacing trends to managers and team leads
• Assist with bug identification and triage in coordination with operations and product teams, surfacing technical issues with clear documentation
• Participate in service recovery processes and contribute to Voice of the Customer feedback loops
• Mentor and support junior associates through knowledge sharing and collaborative problem-solving

Kenntnisse

Phone, live chat, messaging support

Remote work adaptability

Pharmacy coordination exposure

QA processes exposure

Tiered support escalation exposure

Tools

Zendesk

Slack

Google Workspace

Jobbeschreibung

Maven Clinic is seeking a full-time Senior Care Support Associate to join our Care Support team. Senior Associates are the backbone of our specialized support operations, bringing deep product knowledge, ownership over complex workflows, and a commitment to delivering exemplary care to members and providers alike.

This role sits within our Tier 2 (Specialized) structure and handles nuanced inquiries while contributing to AI quality assurance, bug triage, and evolving support workstreams as Maven