Senior Care Support Specialist (Remote)

Maven Clinic; Arkansas City (KS); Híbrido; USD 55 000 - 75 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Maven for Mavens platform access

Wellness partnerships for whole-self.c

Hybrid work

Annual professional development stash

401K matching for US-based employees

Resumo da oferta

Maven Clinic is seeking a full-time Senior Care Support Associate to join our Care Support team. This role sits within Tier 2 (Specialized) and involves handling nuanced member inquiries, AI quality assurance, bug triage, and evolving support workstreams.

Our Care Support team covers members 7 days a week with ET shifts. You will be the first point of contact across channels, coordinating enrollment, clinic and pharmacy needs, and appointment bookings while contributing to QA and process

Qualificações

• 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.

Responsabilidades

• Serve as first point of contact and deliver exemplary service to 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.

Conhecimentos

Customer service

Multi-channel communication

Remote work

Mentoring

Ferramentas

Zendesk

Slack

Google Workspace

Descrição da oferta de emprego

Maven Clinic is seeking a full-time Senior Care Support Associate to join our Care Support team. This role sits within Tier 2 (Specialized) and involves handling nuanced member inquiries, AI quality assurance, bug triage, and evolving support workstreams.

Our Care Support team covers members 7 days a week with ET shifts. You will be the first point of contact across channels, coordinating enrollment, clinic and pharmacy needs, and appointment bookings while contributing to QA and process