Member Services Team Lead – Medication Access & Support Programs

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 us 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 seeking a Team Lead to support frontline associates working on a new medication access and pharmacy supported care program. This is a player coach role focused on real time execution, coaching, and first line escalation. You will be closely embedded in daily operations, ensuring queues are healthy, issues are resolved quickly, and associates are supported as they navigate complex pharmacy and insurance workflows.

This role is ideal for someone with strong operational instincts who enjoys being close to the work and developing others.

The Member Services team supports members 7 days a week; shift availability will vary.

What You’ll Do:

Real Time Execution & Queue Ownership

• Own real time execution during assigned shifts across chat and phone queues.
• Monitor queue health, coverage, and workload distribution to ensure timely responses.
• Step in directly to handle complex cases or volume spikes as needed.

Team Leadership & Coaching

• Serve as day to day support for a team of Member Services Associates.
• Provide real time coaching on judgment calls, prioritization, and handling ambiguous cases where no clear script exists.
• Conduct quality reviews and deliver clear, actionable feedback.
• Support onboarding and ramping of new hires.

Escalations & Issue Resolution

• Act as the first line escalation point for pharmacy and insurance issues including missing information, coverage rejects, routing questions, and fulfillment delays.
• Partner with internal teams to resolve escalated member issues while maintaining non clinical boundaries.
• Ensure appropriate handling and escalation of safety concerns or sensitive disclosures.

Operational Excellence

• Ensure consistent execution of SOPs, scripts, and workflows.
• Identify breakdowns in workflows and flag patterns or risks to leadership.
• Help test, …