Maven Clinic is a fast-growing virtual health clinic that focuses on healthcare for women and families. Maven Clinic employs a multidisciplinary team of people
Member Services Team Lead – Medication Access, Support Programs
Location
New York
Posted
4 days ago
Salary
$89K - $105K / year
Seniority
Senior
Job Description
Member Services Team Lead – Medication Access, Support Programs
Maven Clinic
• 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. • 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. • 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. • Ensure consistent execution of SOPs, scripts, and workflows. • Identify breakdowns in workflows and flag patterns or risks to leadership. • Help test, roll out, and reinforce new workflows, macros, or tooling changes. • Support team performance across response time, resolution quality, and member satisfaction.
Job Requirements
- 2–4 years of experience in healthcare support, pharmacy operations, insurance navigation, or related fields.
- Prior experience coaching, mentoring, or acting as a senior or lead in a frontline environment.
- Strong understanding of pharmacy workflows, insurance coverage concepts, and medication access processes.
- Comfort handling escalations and emotionally charged member situations.
- Strong written and verbal communication skills.
- Ability to balance hands-on work with people leadership.
- Experience supporting specialty or high demand medications.
- Experience with Zendesk highly preferred or other CX tools.
- Familiarity with QA frameworks and support performance metrics.
- Experience helping teams adopt new tools or workflows.
- Fluency in Spanish or another commonly spoken member language.
Benefits
- Maven for Mavens: access to the full platform and specialists, including care for mental health, reproductive health, family planning and pediatrics.
- Whole-self care through wellness partnerships
- Hybrid work, in office meals, and work together days
- 16 weeks 100% paid parental leave and new parent stipend (for Mavens who've been with us for 1 year+)
- Annual professional development stipend and access to a personal career coach through Maven for Mavens
- 401K matching for US-based employees, with immediate vesting
Related Guides
Related Categories
Related Job Pages
More Team Lead Jobs
PV Officer, Team Lead – Japanese Fluency Required
ERGOMEDGlobal Provider of Expert, High-Quality Services to the Biopharmaceutical Industry. Your Full-Service Solutions Partner.
• Leads the team responsible for ICSR management for a selected project or group of projects as Team Leader • Ensures adequate distribution of tasks for assigned projects and teams and oversees the workflow process • Assures and exerts of activities leading to effective cooperation with clients in the area of ICSR Management • Providing support to other activities undertaken by the project team on behalf of the client and the company • Line Manages assigned ICSR staff • Creates and maintains project specific KPIs for contracted ICSR activities (this includes optimizing procedures, trainings and any other actions to increase ICSR team efficiency) • Proposes process changes to ICSR Operational Lead • Manages ICSR deviations with ICSR Operational Lead support • Reviews trackers and timesheet data and ensures accuracy • Is involved in ICSR processing and 2nd QC of cases • Operates as the assigned team SME and supports other SMEs
PV Officer, Team Lead – Japanese Fluency Required
ERGOMEDGlobal Provider of Expert, High-Quality Services to the Biopharmaceutical Industry. Your Full-Service Solutions Partner.
• Leads the team responsible for ICSR management for a selected project or group of projects as Team Leader • Ensures adequate distribution of tasks for assigned projects and teams and oversees the workflow process • Assures and exerts activities leading to effective cooperation with clients in the area of ICSR Management • Providing support to other activities undertaken by the project team on behalf of the client and the company • Line Manages assigned ICSR staff • Creates and maintains project specific KPIs for contracted ICSR activities (this includes optimizing procedures, trainings and any other actions to increase ICSR team efficiency) • Proposes process changes to ICSR Operational Lead • Manages ICSR deviations with ICSR Operational Lead support • Reviews trackers and timesheet data and ensures accuracy • Is involved in ICSR processing and 2nd QC of cases • Operates as the assigned team SME and supports other SMEs
• Managing multiple concurrent projects including renovations, building infrastructure upgrades, large remodels, and new construction with heavy focus on ground-up construction • Leading ground-up construction projects through all phases: due diligence and land acquisition, feasibility studies, design development, planning and zoning review, pre-construction, construction, and closeout • Evaluating site feasibility during transaction phases, assessing physical, environmental, regulatory, and financial factors • Directing technical and financial analysis to determine project scope, budget parameters, schedule requirements, and risk factors • Coordinating with architects, engineers, and consultants to develop construction documents that meet project objectives and budget requirements • Managing municipal approval processes, regulatory compliance, contractor selection, subcontractor procurement, and value engineering • Overseeing construction operations including schedule management, quality control, budget tracking, change order processing, and safety compliance • Providing weekly project activity updates to Team Lead on schedule, risks, budget status, and cash flow using JLL technology platforms • Developing risk management plans and guiding teams through work authorization processes to prevent impacts in critical environments • Preparing comprehensive project documentation including charters, due diligence reports, budgets, schedules, meeting minutes, funding requests, status reports, and punch lists in accordance with pre-established formats • Managing vendors to ensure compliance with all project policies and procedures, ensuring project closeout within 90 days of completion including inspections, commissioning, warranty documentation, and client handover
PV Officer, Team Lead
ERGOMEDGlobal Provider of Expert, High-Quality Services to the Biopharmaceutical Industry. Your Full-Service Solutions Partner.
• Leads the team responsible for ICSR management for a selected project or group of projects as Team Leader • Ensures adequate distribution of tasks for assigned projects and teams and oversees the workflow process • Assures and exerts of activities leading to effective cooperation with clients in the area of ICSR Management • Providing support to other activities undertaken by the project team on behalf of the client and the company • Line Manages assigned ICSR staff • Creates and maintains project specific KPIs for contracted ICSR activities (this includes optimizing procedures, trainings and any other actions to increase ICSR team efficiency) • Proposes process changes to ICSR Operational Lead • Manages ICSR deviations with ICSR Operational Lead support • Reviews trackers and timesheet data and ensures accuracy • Is involved in ICSR processing and 2nd QC of cases • Operates as the assigned team SME and supports other SMEs
