Director, Payment Operations

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. Founded in 2014 by CEO Kate Ryder, Maven has raised $300 million in funding from top healthcare and technology investors including General Catalyst, Oak HC/FT, Sequoia, 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: 

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

Maven is looking for a Director, Payment Operations.  Reporting to the VP, Payment Delivery, you will be responsible for leading the team responsible for managing payment related activities for Maven’s new Maven Managed Benefit product. You will lead a team that is ultimately responsible for ensuring all services obtained are paid for by the appropriate party and that providers are paid for the services rendered. You will play a critical role in enabling Maven members to access new, fertility related benefits, and in helping de-stress the financial burden that comes with family planning. 

The ideal candidate has experience building out and leading high performing teams that manage complex payments workflows, while ensuring a seamless member experience.  This is a supervisory role with responsibility for reimbursement and collections, accumulation management, and claims, benefits, & appeals. 

As a Director, Payment Operations at Maven, you will:   

• Hire, train, and manage a team of professionals focused on administering all financial transactions for the Maven fertility payments product 
• Monitor processes to ensure payments are processed accurately and distributed on time to members, providers and other stakeholders 
• Develop, implement and oversee strategies related to paying for and administering payment; ensure that each strategy is tailored to the specific benefits and services provided and is compliant and secure 
• Oversee systems and technologies used for the payment processing. This includes selecting, implementing, testing and maintaining these platforms to ensure that they scale effectively with the growth of the product line, and can handle the volume, complexity and the origination of the transactions.  
• Where appropriate, oversee vendor relationships, negotiate contracts and ensure third parties are meeting performance expectations and SLAs 
• Develop operational processes and workflows that enable payment processes; these should take into account any internal and external technology and operational feeds 
• Ensure compliance and function as the internal expert on financial regulations, data security standards and compliance requirements; ensure that operations adhere to these regulations to mitigate any legal or financial risk 
• Create trainings, policies and guidelines that align employee behavior and communications to fertility payments product guidelines and benefit design  
• Develop and manage reporting tools to support operational goals and facilitate quick and accurate decisions  

Qualifications:     

• Deep experience in claims, payments, and billing in a healthcare context; specifically in payment operations at a health plan or speciality benefit management company
• Strong background prioritizing exceptional service and running processes that ensure a positive member experience, particularly when dealing with complex issues related to payments, pharmaceuticals, etc., 
• Extensive understanding of workflow management, operational process development and operational oversight 
• Proven track record of building teams, attracting and developing high-performing talent; strong people leader with the ability to mentor a team  
• Deep experience with both the build and scale phase of growth, ideally at a digitally forward organization in healthcare, insurance or fin-tech, while maintaining a solutions-mindset: seek