Senior Care Support Associate

This is a fully remote position, open to applicants in Arizona, +26 more states.

📋 Description

• Act as the primary point of contact for members and providers through various communication channels including messaging, phone, and live chat.

• Assist with enrollment processes, coordination between clinics and pharmacies, and scheduling provider appointments.

• Utilize knowledge of products, partnerships, and benefits to address complex care needs and member escalations.

• Manage verification calls, respond to inquiries related to the Maven partnership, and address clinic support questions.

• Aid in quality assurance initiatives, pinpoint opportunities for improvement, and report trends to management and team leaders.

• Identify and prioritize bugs alongside operations and product teams, while documenting technical issues.

• Engage in service recovery and participate in Voice of the Customer feedback initiatives.

• Guide and support junior associates by sharing knowledge and engaging in collaborative problem-solving.

⛳️ Requirements

• At least 2 years of experience in high-volume customer service environments.

• Proficient in providing support through phone, live chat, and messaging.

• Background in healthtech, fertility benefits, or the insurance industry.

• Excellent written and verbal communication skills, coupled with a high level of empathy.

• Strong organizational capabilities and meticulous attention to detail.

• Ability to independently handle multiple workstreams effectively.

• Adaptable to changing priorities in a dynamic, remote work setting.

• Valid work authorization in the US.

• Experience with supporting specialty medications, chronic condition programs, or pharmacy coordination is preferred but not required.

• Familiarity with quality assurance processes or evaluating support interactions for quality is preferred but not required.

• Experience with Zendesk, Slack, and Google Workspace is preferred but not required.

• Willingness to learn and utilize AI-assisted tools is preferred but not required.

• Background in a tiered support or escalation-focused environment is preferred but not required.

🏝️ Benefits

• Equity.

• Employer-sponsored health, dental, and insurance plan options.

• Access to Maven’s platform and specialists, covering mental health, reproductive health, family planning, and pediatric care.

• Wellness partnerships.

• Hybrid work environment, including in-office meals and collaborative workdays.

• 16 weeks of fully paid parental leave.

• Stipend for new parents for employees with over a year of service.

• Annual professional development stipend.

• Personal career coaching through Maven for Mavens.

• 401(k) matching for US-based employees, with immediate vesting.