Maven is the largest virtual clinic for women's and family health, offering continuous, holistic care for fertility, pregnancy and parenting. Maven's award-winning digital programs are trusted by leading employers and health plans to reduce costs and drive better health outcomes for both parents and children. Founded in 2014 by CEO Kate Ryder, Maven has supported more than 10 million women and families to date. Maven has raised more than $200 million in funding from leading investors including Sequoia, Oak HC/FT, Dragoneer Investment Group and Lux Capital.

Recent awards include:

Built In NYC Best Place to Work (2022)
Built In NYC Best Midsize Companies to Work for (2022)
Built In NYC Best Paying Companies (2022)
FORTUNE Best Place to Work in Health Care (2021)
FORTUNE Best Place to Work in New York (2021)
PARENTS@WORK Best Places to Work for Parents (2021)
ROCK HEALTH Disruptive Founder of the Year (2021)
GREAT PLACE TO WORK Certified (2021)
FAST COMPANY #1 Most Innovative Company in Health (2020)
CB INSIGHTS Digital Health 150 (2020)
INTERBRAND Breakthrough Brand (2020)

Learn more about the meaningful impact your talents will serve for Maven users by clicking here.

Maven is looking for full-time Care Support Representatives to join our Care team and support our members and providers. Our Care team is the voice of Maven, helping both providers and members navigate the world of digital care. As a Care Support Representative, you will help people in their times of need! You will learn the ins and outs of the product, operations, and the needs of our members.

We support Maven members 24/7/365. To ensure excellent service, at any time, all Care Support Representatives start out on a schedule. The Care Support class of July 2022 will begin on Tuesday July 5, 2022. Each Care Support Representative has a set schedule and must feel comfortable committing to it.

We are currently looking for Care Support Representatives who are fluent in Mandarin or Japanese as well as English. These roles would work either our overnight shift, 11pm to 7:30am Eastern or our morning shift, 7am to 3:30pm Eastern. Work weeks will either be Sun to Thurs or Tues to Sat.

Our Care Support team works remotely. We are looking for Care Support Representatives who reside in any of the following states: Arkansas, Arizona, Delaware, Florida, Georgia, Hawaii, Kansas, Maryland, Maine, Michigan, Minnesota, North Carolina, New Mexico, Ohio, Oregon, Pennsylvania, South Carolina, Tennessee, or Texas.

As a Care Support Coordinator at Maven, you will:

Be a first point of contact and deliver amazing service to our members and providers primarily through email and in-app messaging via Zendesk
Share information about Maven with our members - everything from product functionality to the range of our provider services and beyond
Provide personalized appointment booking support
Provide first-line technical support and escalate technical issues as appropriate
Generate customized referrals based on member requests, key quality indicators, insurance coverage, new patient availability, demographics, and more
Collaborate with your teammates to provide the best possible solutions for Maven members and providers, within target response times and with high member satisfaction
Keep clear and thorough documentation of your work
Collaborate as a team with the Care Advocates at Maven who are responsible for member case management
Relay member insights to management to improve product development, team processes, and workflows
Other duties as assigned

We're looking for you to bring:

Demonstrable ability to get things done, exceptional attention to detail, and great research skills
Commitment, flexibility, and willingness to take ownership in delivering excellent customer service
Ability to work both independently and collaboratively
Ability to develop creative solutions to solve customer problems, to stay calm under pressure, and to put customers at ease
Ability to communicate with empathy and clarity, both with customers and your teammates
Desire to make a positive impact on the care our members receive
Desire to make a major contribution to an exciting organization that is improving the health of the world-- one woman, one family at a time

Helpful experiences and skills (if you don't have them, you can learn them with us!):

Experience in high volume customer service settings
Experience working with Zendesk
Healthcare experience
Experience working at a fast-paced start-up

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.

Benefits & Perks:

***These benefits apply to Maven full time employees. Those joining our provider network on a contractual/ 1099 basis are not eligible for the benefits listed below****

Maven employees are united in their quest to improve the health and well-being of women and their families in our community. We seek to empower all of our team members to fulfill that mission and reach their full potential regardless of function, geography or experience level. That's why we invest in our employees, who are our most important asset in achieving our mission. To that end, we offer:

Choice of great medical, dental, and vision insurance plan options, including a plan for which the premium for Mavens is 100% covered by Maven
Access to the Maven platform service and free Maven appointments for Mavens and generous credits for family & friends
Free One Medical membership and access to Spring Health
Work from anywhere IN THE WORLD summer! You choose where you want to work from all summer, and go.
401(k) match
Unlimited paid time off for salaried employees
Monthly stipend for your choice of wellness benefits
In-office catered breakfast on Tuesday, Wednesday Grubhub lunch program & Thursday happy hours (SF & NYC).
One-time stipend to enhance your work from home experience if you're remote, and ongoing $50p/m reimbursement for WFH expenses.
A variety of virtual team events such as musical performances, game nights & happy hours
16 weeks parental leave and 1 weeks flexible time upon return + $1.5K/mo for 2 months, new parent stipend
Annual professional development stipend and access to a personal coach through Maven!
1 month paid sabbatical after 5 years

Maven is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Please note that Maven Clinic interview requests and job offers only originate from an @mavenclinic.com email address (e.g jsmith@mavenclinic.com). Maven Clinic will also never ask for bank account information (routing, account numbers), social security numbers, passwords or any other sensitive information to be delivered over email, or phone. If you receive a scam issue or a security issue involving Maven Clinic please notify us at: security@mavenclinic.com.

Summary
Company name: Maven Clinic
Remote job title: Bilingual Care Support Representative
Job tags: japanese, Creative Solutions, Mandarin