Care Support Representative Jobs

Maven is the largest virtual clinic for women's and family health, offering continuous, holistic care for fertility and family building through maternity, parenting, pediatrics and menopause. Maven's award-winning digital programs are trusted by leading employers and health plans to reduce costs and drive better maternal health outcomes, as well as enhance DE&I in benefits programs. Founded in 2014 by CEO Kate Ryder, Maven has been recognized as Fast Company's #1 Most Innovative Health Company and has grown to 15 million lives covered. Maven has raised $300 million in funding from leading investors including General Catalyst, Sequoia, Oak HC/FT, Dragoneer Investment Group and Lux Capital.
An award-winning culture working towards an important mission – Maven Clinic is a recipient of over 30 workplace and innovation awards, including:

• Fortune Best Workplaces NY (2020, 2021, 2022, 2023)
• Fast Company Best Workplaces for Innovators (2022)
• TIME 100 Most Influential Companies (2023)
• Built In LGBTQIA+ Advocacy Award (2022)
• Great Place to Work certified (2020, 2021, 2022, 2023)
• CNBC Disruptor 50 List (2022, 2023)
• Built In Best Places to Work (2023)
• Fast Company Most Innovative Companies (2020, 2023)

Maven is looking for full-time Care Support Representatives to join our Care team and support our members and providers. Our Care team is the voice of Maven, helping both providers and members navigate the world of digital care. As a Care Support Representative, you will help people in their times of need! You will learn the ins and outs of the product, operations, and the needs of our members.
We support Maven members 24/7/365. To ensure excellent service, at any time, all Care Support Representatives start out on a schedule. The Care Support class of November 2023 will begin on Tuesday, November 28th 2023. Each Care Support Representative has a set schedule and must feel comfortable committing to it.
Our Care Support team works remotely. We are looking for Care Support Representatives who reside in any of the following states: Arizona, Delaware, Florida, Georgia, Hawaii, Illinois, Kansas, Maryland, Maine, Michigan, Massachusetts, Minnesota, New Jersey, New York, North Carolina, New Mexico, Nevada, Ohio, Oregon, Pennsylvania, Tennessee, South Carolina, Virginia
We are currently looking for Care Support Representatives who can work either of the following shifts:
3:00pm to 11:30pm EST, Tuesday - Saturday (Sunday, Monday off)
11:00pm to 7:30am EST, Tuesday - Saturday (Sunday, Monday off)
As a Care Support Coordinator at Maven, you will:

• Relay member insights to management to improve product development, team processes, and workflows
• Collaborate as a team with the Care Advocates at Maven who are responsible for member case management
• Share information about Maven with our members - everything from product functionality to the range of our provider services and beyond
• Be a first point of contact and deliver exemplary service to our members and providers primarily through email and in-app messaging via Zendesk
• Provide personalized appointment booking support
• Keep clear and thorough documentation of your work
• Collaborate with your teammates to provide the best possible solutions for Maven members and providers, within target response times and with high member satisfaction
• Other duties as assigned
• Provide first-line technical support and escalate technical issues as appropriate

We’re looking for you to bring:

• Desire to make a major contribution to an exciting organization that is improving the health of the world-- one woman, one family at a time
• Demonstrable ability to get things done, exceptional attention to detail, and great research skills
• Desire to make a positive impact on the care our members receive
• Ability to work both independently and collaboratively
• Ability to communicate with empathy and clarity, both with customers and your teammates
• Ability to develop creative solutions to solve customer problems, to stay calm under pressure, and to put customers at ease
• Commitment, flexibility, and willingness to take ownership in delivering excellent customer service

Helpful experiences and skills (if you don’t have them, you can learn them with us!):

• Experience in high volume customer service settings
• Experience working with Zendesk
• Healthcare experience
• Experience working at a fast-paced start-up

At Maven we believe that a diverse set of backgrounds and experiences enrich our teams and allow us to achieve above and beyond our goals. If you do not have experience in all of the areas detailed above, we hope that you will share your unique background with us in your application and how it can be additive to our teams.
For candidates in NYC, CO, or CA, the base salary range for this role is $20.00-$22.00 per hour. You will also be entitled to receive stock options and benefits. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset.
At Maven we believe that a diverse set of backgrounds and experiences enrich our teams and allow us to achieve above and beyond our goals. If you do not have experience in all of the areas detailed above, we hope that you will share your unique background with us in your application and how it can be additive to our teams.
Benefits & Perks:
We are reimagining what a supportive workplace looks like, from the inside out. On top of standards such as employer-covered health, dental, and insurance plan options, and generous PTO, we offer an all-of-you, inclusive approach to benefits:

• Weekly breakfast, lunch, and get-togethers
• Maven for Mavens: access to the full platform and specialists, including care for everything from mental health, reproductive health, family planning, pediatrics.
• Whole-self care through wellness partnerships
• Udemy, annual professional development stipend, and access to a personal career coach through Maven
• 16 weeks 100% paid parental leave, flexible time upon return, and $1.5K/mo for 2 months, new parent stipend (for Mavens who've been with us at least six months)
• 401K matching for US-based employees (immediately vesting)

These benefits are applicable to Maven Clinic Co., US-based, full-time employees only. 1099/Contract Providers are ineligible for these benefits.
Maven is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Maven is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Maven Clinic interview requests and job offers only originate from an @mavenclinic.com email address (e.g [email protected]). Maven Clinic will never ask for sensitive information to be delivered over email or phone. If you receive a scam issue or a security issue involving Maven Clinic please notify us at: [email protected]. For general and additional inquiries, please contact us at [email protected].