Care Advocate

About the Role:

We are looking for a mission-driven care advocate to join our team to provide world-class care to Maven members. Our Care Delivery team consists of care coaches and care advocates who help our members navigate digital care and access the tools to unlock their optimal experience and outcomes. Our team works to continuously learn more about members and ourselves, and you’ll move fast to assist our members with navigation of our network and product. As a Care Advocate, you’ll be the Maven resource for our members, providing resources and education on how to access care and walk through walls to engage members with our platform.

Our Care Delivery team works remotely and supports Maven members 24/7/365. We are currently hiring for the following shifts:

• Sunday-Thursday 3pm-11:30pm ET
• Sunday-Thursday 11am-7:30pm ET
• Tuesday-Saturday 3pm-11:30pm ET
• Tuesday-Saturday 11am-7:30pm ET

What You’ll Do:

• Prioritize tasks and manage a schedule of high-volume introductory video appointments with members
• Uphold our value of “moving fast” by promptly answering member questions, assisting with product-related needs, and providing personalized recommendations
• Demonstrate our value of “walking through walls” by delivering an exceptional member experience and appropriately escalating concerns or questions
• Navigate members’ healthcare networks to ensure access to care and investigate available resources and support
• Coordinate with team members as needed to facilitate timely access to care, provide follow-up, and close the loop with members
• Provide education and resources related to members’ program needs
• Collaborate with cross-functional partners and team members across Care Delivery, Customer Support, Provider, and Product teams
• Execute tasks that support an optimal member experience and take ownership of closing the loop on outstanding items
• Participate in cross-functional projects and collaborate with other departments as needed
• Identify referral needs and collaborate with Maven providers
• Anticipate and address members’ social determinants of health needs

What You’ll Bring:

• A background in allied health, human services, or healthcare
• 1-2+ years of direct patient care experience or digital health
• Problem-solving skills to help find creative solutions to customer needs, including working in a remote/startup environment
• Ability to remain flexible with changes and have a growth mindset
• Ability to communicate with patients empathetically in writing and verbally, and passionate about creating a positive member experience with optimal outcomes
• Experience achieving KPIs relevant to engagement, satisfaction and productivity
• Proficiency in navigating new technologies and systems as part of working on a remote team
• Experience in family planning and maternal-child health areas/others such as pregnancy, postpartum, fertility, options counseling, menopause, adoption, surrogacy is preferred, not required
• Comfort with technology tools like Google suite, CRM platforms, EHRs, and Zendesk is preferred, not required
• Certification or licensure in a healthcare related field is preferred, not required

The base salary range for this role is $55,000 - $65,000 per year. You will also be entitled to receive equity and benefits. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset.

This role requires active work authorization in the US.

Maven embraces a flexible and inclusive work environment. This role is open to candidate in: AZ, DC, DE, FL, GA, HI, IL, KS, MA, MD, ME, MI, MN, MO, NC, NJ, NM, NV, NY, OH, OR, PA, SC, TN, TX, VA, VT, WI. Maven is committed to supporting remote team members with the tools and collaborative culture needed to thrive regardless of location. This policy reflects our belief that great work can happen anywhere and that flexibility enables our team to do their best work.