Senior Care Support Specialist - Remote + Equity

Maven Clinic; Nevada; Hybrid; USD 55.000 - 75.000; Vollzeit

Benefits dieser Stelle

Hybrid work

Wellness partnerships

Professional development stipend

Personal career coach

401K matching

Zusammenfassung

Maven Clinic is seeking a Senior Care Support Associate to join our Care Support team. You’ll handle complex member inquiries across channels, apply product and benefits knowledge, and participate in QA, triage, and cross-functional initiatives in a fast-paced, remote-friendly environment.

As part of our Tier 2 Specialized support, you’ll mentor teammates, support enrollment and appointments, and contribute to improving member experience while UTC ET shifts ensure coverage seven days per week.

Qualifikationen

• 2+ years of experience in high-volume customer service.
• 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

Customer service

Phone support

Live chat

Remote work

Zendesk

QA processes

Triaging

Mentoring

Tools

Zendesk

Slack

Google Workspace

Jobbeschreibung

Maven Clinic is seeking a Senior Care Support Associate to join our Care Support team. You’ll handle complex member inquiries across channels, apply product and benefits knowledge, and participate in QA, triage, and cross-functional initiatives in a fast-paced, remote-friendly environment.

As part of our Tier 2 Specialized support, you’ll mentor teammates, support enrollment and appointments, and contribute to improving member experience while UTC ET shifts ensure coverage seven days per week.