Senior Care Support Specialist (Hybrid/Remote)

Maven Clinic; New Mexico; Remote; USD 55.000 - 65.000; Vollzeit

Benefits dieser Stelle

Hybrid/Remote flexibility

Parental leave and stipend

Professional development stipend

401K matching

Zusammenfassung

Maven Clinic is seeking a Senior Care Support Associate to join our Care Support team. This full-time role operates within our Tier 2 (Specialized) support, handling nuanced member inquiries and cross-functional tasks including QA and bug triage.

The shifts run ET and cover 7 days a week, with flexible remote options for eligible candidates. Responsibilities include enrollment support, clinic coordination, and appointment bookings, plus mentoring junior teammates.

Qualifikationen

• 2+ years of experience in high-volume customer service settings.
• Experience providing support via phone, live chat, and messaging.
• Experience in health tech, fertility benefits, or insurance space.
• Strong written and verbal communication skills with a high degree of empathy.
• Strong organizational skills and ability to manage multiple workstreams.

Aufgaben

• Serve as first point of contact and deliver exemplary service to our members and providers through 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 and partnership inquiries.
• 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

Customer service

Phone support

Live chat

Messaging

Empathy

Communication

Remote work adaptability

Multi-tasking

Problem solving

Tools

Zendesk

Slack

Google Workspace

Jobbeschreibung

Maven Clinic is seeking a Senior Care Support Associate to join our Care Support team. This full-time role operates within our Tier 2 (Specialized) support, handling nuanced member inquiries and cross-functional tasks including QA and bug triage.

The shifts run ET and cover 7 days a week, with flexible remote options for eligible candidates. Responsibilities include enrollment support, clinic coordination, and appointment bookings, plus mentoring junior teammates.