Member Services Team Lead – Medication Access, Support Programs

This is a fully remote position, open to applicants in New York.

📋 Description

• Take responsibility for real-time execution during designated shifts across chat and phone queues.

• Oversee queue health, coverage, and workload distribution to guarantee prompt responses.

• Step in directly to manage complex cases or surges in volume as necessary.

• Provide daily support for a team of Member Services Associates.

• Offer real-time coaching on decision-making, prioritization, and handling ambiguous cases where no clear script is available.

• Perform quality reviews and provide clear, actionable feedback.

• Assist in the onboarding and training of new hires.

• Serve as the primary escalation point for pharmacy and insurance issues, including missing information, coverage denials, routing questions, and fulfillment delays.

• Collaborate with internal teams to resolve escalated member issues while maintaining non-clinical boundaries.

• Ensure proper handling and escalation of safety concerns or sensitive disclosures.

• Guarantee consistent execution of SOPs, scripts, and workflows.

• Identify workflow breakdowns and highlight patterns or risks to leadership.

• Aid in testing, implementing, and reinforcing new workflows, macros, or tooling changes.

• Support team performance regarding response time, resolution quality, and member satisfaction.

⛳️ Requirements

• 2–4 years of experience in healthcare support, pharmacy operations, insurance navigation, or related fields.

• Previous experience in coaching, mentoring, or acting as a senior or lead in a frontline environment.

• Strong knowledge of pharmacy workflows, insurance coverage concepts, and medication access processes.

• Comfort in handling escalations and emotionally charged situations with members.

• Excellent written and verbal communication skills.

• Ability to balance hands-on work with leadership responsibilities.

• Experience supporting specialty or high-demand medications.

• Familiarity with Zendesk is highly preferred, or other customer experience tools.

• Understanding of QA frameworks and performance metrics in support.

• Experience in helping teams adopt new tools or workflows.

• Fluency in Spanish or another commonly spoken language among members.

🏝️ Benefits

• Maven for Mavens: access to the complete platform and specialists, including care for mental health, reproductive health, family planning, and pediatrics.

• Whole-self care through wellness partnerships.

• Hybrid work model, in-office meals, and team-building days.

• 16 weeks of 100% paid parental leave and new parent stipend (for Mavens who have been with us for 1 year or more).

• Annual professional development stipend and access to a personal career coach through Maven for Mavens.

• 401K matching for US-based employees, with immediate vesting.