Senior Associate, Resolution Response Team

Bachelor’s degree in Healthcare Administration, Business, Communications, or related field preferred, or equivalent experience; 3+ years in escalation management, member/customer advocacy, health benefits, or healthcare operations.

Experience resolving complex, multi-stakeholder escalations; strong knowledge of employer-sponsored benefits, reimbursement and claims workflows, and the fertility/family-building member journey.

Familiarity with Zendesk, Jira, Guru, Google Sheets, and Looker.

Highly organized and detail-oriented, with strong critical thinking, root-cause analysis, and structured case management skills.

Excellent verbal and written communication, with strong de-escalation skills and the ability to translate complex benefits and billing issues into clear resolution plans.

Sound legal and risk judgment, with the ability to identify when to involve Legal, Compliance, or leadership and collaborate effectively across teams.

Empathetic, composed, and member-centric, with the ability to navigate high-emotion, high-stakes cases through resolution.

Resourceful, solutions-oriented, and comfortable with shifting priorities; motivated to improve processes, build scalable playbooks, and prevent repeat escalations

The base salary range for this role is $98,000 - $115,000 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.

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.

At Maven we believe that a diverse set of backgrounds and experiences enrich our teams and allow us to achieve above and beyond our goals. If you do not have experience in all of the areas detailed above, we hope that you will share your unique background with us in your application and how it can be additive to our teams.