Manager, Member Services – Medication Access & Support Programs

Maven is seeking a Manager to lead and scale a Member Services function supporting a pharmacy enabled medication access program. This role is accountable for performance outcomes, staffing capacity, cross functional alignment, and continuous improvement across complex insurance and pharmacy workflows.

You will be the operational owner, responsible for member experience outcomes, pharmacy coordination, and managing escalation trends. This role involves leading a Team Lead and a group of frontline associates.

The Member Services team supports members 7 days a week; shift availability will vary.

What You’ll Do

People & Performance Leadership

• Lead, coach, and develop Team Leads and Member Services Associates.
• Set clear expectations around quality, productivity, and member experience.
• Own hiring, onboarding, performance management, and career development.
• Foster a culture of accountability, empathy, and continuous improvement.

Operational Ownership & Outcomes

• Own performance outcomes for medication access including resolution time, pharmacy turnaround, quality scores, and member satisfaction.
• Ensure consistent execution of pharmacy coordination, insurance navigation, and escalation workflows.
• Partner with Workforce Management on staffing models, headcount planning, and capacity forecasting.

Pharmacy & Cross Functional Leadership

• Serve as the primary operational partner for pharmacy vendors, owning escalation patterns, performance issues, and workflow alignment.
• Collaborate closely with clinical operations, product, legal, and risk teams to resolve systemic issues.
• Represent Member Services in cross functional forums and planning discussions.

Risk, Compliance & Escalations

• Own operational risk management, compliance adherence, and audit readiness for medication access workflows.
• Serve as escalation owner for high impact, systemic, or cross team issues.
• Ensure teams adhere to privacy, PHI, and non clinical scope requirements.

Process Improvement & Scale

• Identify trends and friction points across pharmacy, insurance, and member workflows.
• Lead process improvements, tooling enhancements, and documentation updates.
• Drive change management as partners, policies, and workflows evolve.
• Support program scaling including new pharmacy partners or expanded offerings.

Minimum Qualifications

• 5+ years of experience in healthcare operations, member services, pharmacy operations, or insurance support.
• 2+ years of people management experience in complex, high volume support environments.
• Strong understanding of pharmacy fulfillment, insurance coverage, and medication access workflows.
• Proven ability to manage operational risk, escalations, and cross functional dependencies.
• Strong leadership, communication, and decision making skills.

Preferred Qualifications

• Experience leading teams supporting specialty or high demand medications.
• Background in prior authorization, benefit investigation, or pharmacy partnerships.
• Experience scaling new programs or standing up new service lines.
• Experience with Zendesk highly preferred or other CX tools.
• Fluency in Spanish or another commonly spoken member language.

The base salary range for this role is $106,000 - $125,000 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.

This role requires active work authorization in the US.

Maven embraces a flexible and inclusive work environment. This role is fully remote and open to candidates located within the United States. 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.