Senior Associate, Member Services

Founded in 2014 by CEO Kate Ryder, 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. Employers and health plans trust Maven’s end-to-end platform to improve clinical outcomes, reduce healthcare costs, and provide equity in benefits programs. 

At Maven, we believe better care can’t wait. Together, we can make sure it doesn’t have to. We provide you with the flexibility and support you need to do your best work— so you can deliver the compassionate, evidence-based care women and families need now more than ever. 

Maven Clinic has been recognized as a leader in healthcare, culture, and innovation, receiving awards leading authorities across several industries, including: 

• FORTUNE #1 Best Workplace in Healthcare
• Fast Company #1 Most Innovative Company in Health
• Great Place to Work certified
• Inc. Best Workplaces
• Becker’s Hospital Review, 150 Top Places to Work in Healthcare
• Best Virtual Clinic, Medtech Breakthrough Awards 

Role Overview
You will lead the resolution of complex financial and benefits billing escalations, serving as a key expert to ensure accurate member financial tracking and provide equitable solutions for members, employers, and insurers.

We are currently hiring for the following shifts: Monday-Friday 8:30am-5pm ET and Monday – Friday 11:30am-8:30pm ET

Key Responsibilities

• Investigate and resolve escalated cases involving billing errors, incorrect benefit calculations, eligibility disputes, overpayments, insurance review and balance mismatches.
• Perform root-cause analysis on multi system issues (e.b, billing delays, data reconciliation, error tracking) and coordinate corrective actions—such as claim adjustments, accumulator adjustments, or balance reconciliations—with internal and external partners.
• Act as the primary bridge between Operations, Product and Engineering, Support, Customer Success, Finance, Employers, and Payers to clarify issues and expedite resolutions.
• Reconcile claims data, denial reports, and finance outputs across many platforms to ensure accurate benefit balances and member statements.
• Track cases through resolution; maintain meticulous issue documentation across multiple systems.
• Proactively identify trends in escalations; propose and implement systematic process improvements to reduce recurrence.
• Communicate clearly and compassionately with members and stakeholders about resolution steps, outcomes, and next actions.

Requirements:

• Bachelor’s degree in Healthcare Administration, Finance, Business, or related field; or equivalent experience preferred
• 3+ years of relevant experience in medical billing, health benefits, or escalation management
• Proven ability to handle complex billing escalations (e.g., accumulator discrepancies, eligibility, overpayments, billing corrections).
• Deep understanding of claims lifecycle, benefits design, accumulations logic, AR workflows, and insurance adjudication.
• Familiarity with billing systems (EHRs, clearinghouses), issue tracking tools (Zendesk, Jira, etc.), and data/reporting platforms (Google Sheets, Looker).
• Highly detail‑oriented and structured, with strong organizational skills
• Excellent critical‑thinking skills for root‑cause analysis and effective resolution of multi‑stakeholder issues.
• Outstanding verbal and written communication, adept at translating billing data into clear, confident, and definitive recovery plans for all stakeholders.
• Strong cross‑functional collaboration with member services, care, finance, employers, providers, and insurers.Empathy-driven and member‑centric in handling escalated cases
• Comfortable adapting to shifting priorities in a fast-paced environment.
• Creative problem-solver with resourcefulness to drive innovative escalations strategies.

For candidates in NYC, CO, or CA, the base salary range for this role is $68,000-$80,000 per year. 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.

Benefits & Perks:

Our provider network delivers exceptional care to our members, 24/7/365. At Maven, we understand the quality of the provider experience is inextricably linked to the quality of patient experience. When you work with Maven, you’ll do some of the most impactful work of your career with a supp