Member Services Specialist

We need to output HTML fragment with sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Use

for headings. Use

• for lists. Use

  for prose. Do not repeat job title. Do not include Job ID etc. Remove boilerplate, navigation, legal, EEO, scam warning, duplicated lines, application instructions. Keep substantive info. We need to parse the posting. Key sections: - About the role: description of Maven Clinic and role overview. The posting starts with a long intro about Maven Clinic. Then "About the Role:" paragraph describing role. We'll include that as About the role. - Responsibilities: "What You’ll Do:" bullet list (though it's paragraphs). We'll extract responsibilities. - Requirements/Qualifications/Skills: "What You’ll Bring:" bullet list (these are requirements). Also "Nice to Have:" maybe skills. Could treat "What You’ll Bring:" as Requirements/Qualifications. "Nice to Have:" as Skills. - Benefits: "Benefits That Work For You" paragraph listing benefits. - Pay: "The base salary range for this role is $82,000 - $96,000 per year. You will also be entitled to receive equity and benefits." Also mention individual pay decisions etc. We'll include Pay section. - Schedule: shift list: many shift options. We'll list them. We must not include sections with placeholder or vague content. All sections have real content. We must not include duplicated lines. Ensure we don't repeat same bullet. We need to output only HTML fragment, no or . Use

  headings. Let's craft. First, About the role: combine Maven description and role overview? The instruction: "About the role" heading for section headings (e.g. About the role, Responsibilities...). So we put the description of the role and maybe company overview? The posting includes a long intro about Maven Clinic before "About the Role:" That's company overview. Should we include that? It's substantive info about the company, relevant to role. Probably include in About the role section. Thus About the role

  containing Maven Clinic description and role overview. Let's extract: "Maven Clinic is the world's largest virtual clinic for women and families on a mission to make healthcare work for all of us. Through Maven Enterprise, the company partners with more than 2,300 employers and health plans to provide end-to-end women's and family health programs spanning fertility and family building, maternity and newborn care, parenting and pediatrics, and menopause and midlife — improving clinical outcomes, reducing healthcare costs, and expanding equitable access to high-quality care at scale. Through its consumer platform, Maven provides direct access to virtual care across 30+ specialties, as well as dedicated hormone and GLP-1 care programs purpose-built for women. Founded in 2014 by CEO Kate Ryder, Maven Clinic has raised more than $425 million from leading healthcare and technology investors including General Catalyst, Sequoia, Dragoneer Investment Group, Oak HC/FT, StepStone Group, Icon Ventures, and Lux Capital. Recognized for innovation and industry leadership, Maven has been named to the TIME100 Most Influential Companies, CNBC Disruptor 50, Fast Company's Most Innovative Companies, and FORTUNE Best Places to Work. Learn more at mavenclinic.com 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, 2026)Fortune Change the World (2024)CNBC Disruptor 50 List (2022, 2023, 2024)Fortune Best Workplaces for Millennials (2024)Fortune Best Workplaces in Health Care (2024)Fast Company Most Innovative Companies (2020, 2023)Fortune Best Workplaces NY (2020, 2021, 2022, 2023, 2024) About the Role: Maven is looking for a Member Services Specialist to take on our most complex and sensitive member cases. A few examples: a member’s reimbursement is denied and she wants it reviewed again mid-IVF cycle, while her clinic is asking for payment. Her Wallet card declines at the pharmacy, leaving her $900 out of pocket. Her employer changes plans two weeks before a scheduled transfer. Each case involves money, medical timelines, and a high level of trust. You’ll own cases like these from first contact through resolution, by phone and in writing. You’ll also handle everyday support volume, including appointment changes, login issues, enrollment questions, and partner programs. The mix shifts with demand, so breadth matters as much as depth. Our Member Services team supports Maven members 7 days a week. The shifts we’re hiring for are listed below in EST." We can keep that as About the role. Now Responsibilities: "What You’ll Do:" list. Let's extract bullet points (though they are sentences). We'll make each as

  . List: - Own complex and sensitive cases end to end, including appeals, denied claims and applications, coverage loss, COBRA, deductible disputes, and urgent care needs. - Take member calls on specialty workflows, including conversations that have already gone badly. - Understand what a member is actually asking for and apply the right workflow—knowing, for example, that a denial question and a formal appeal may require different handling. - Owning complex and sensitive cases end to end, including appeals, denied claims and applications, coverage loss, COBRA, deductible disputes, and urgent care needs (duplicate? Actually appears twice; we should deduplicate.) - Taking member phone calls on specialty workflows, including the conversations that have already gone badly (duplicate) - Reading what a member is actually asking for. A question about a denial and a formal appeal look alike and are handled differently. So do a denied application and a denied claim - Investigating before you reply. Pull the history, find where it broke, and come back with an answer instead of a status update - Keeping members updated on their timeline rather than ours when a case takes days or weeks - Explaining coverage, eligibility, and reimbursement rules in language a member can act on, without promising an outcome you do not control - Driving cases that need Jira, Compliance, a clinic, or a benefits administrator to finish, and staying on them until they do - Knowing what is yours to solve and what needs to move, and handing off with enough context that nobody restarts your work - Carrying general support volume alongside the complex work as demand shifts across programs and channels - Noticing what members keep running into, and bringing it to your manager with a fix in mind - Working your assigned shift, including evenings, overnights, weekends, and holidays We need to deduplicate similar items. Let's produce a concise list without duplicates. Better to capture unique responsibilities: 1. Own complex and sensitive cases end to end, including appeals, denied claims and applications, coverage loss, COBRA, deductible disputes, and urgent care needs. 2. Take member calls on specialty workflows, including conversations that have already gone badly. 3. Understand what a member is actually asking for and apply the right workflow (e.g., denial question vs. formal appeal; denied application vs. denied claim). 4. Investigate before replying: pull history, identify breakdown, provide answer rather than status update. 5. Keep members updated on their timeline rather than ours when resolution takes days or weeks. 6. Explain coverage, eligibility, and reimbursement rules clearly, without promising outcomes you don’t control. 7. Drive cases requiring Jira, Compliance, clinics, or benefits administrators to resolution and follow through until closed. 8. Know what you can solve independently, what needs escalation, and how to hand off with enough context to avoid rework. 9. Carry general support volume alongside complex work as demand shifts across programs and channels. 10. Identify recurring member issues and bring forward practical solutions to improve the experience. 11. Work your assigned shift, including evenings, overnights, weekends, and holidays. That seems good. Now Requirements/Qualifications: "What You’ll Bring:" bullet list. List: - Investigate before responding: review the history, identify where an issue broke down, and provide an answer rather than a status update. - Keep members informed based on their timeline, especially when resolution takes days or weeks. - Explain coverage, eligibility, and reimbursement rules clearly and accurately, without promising outcomes you don’t control. - Drive cases requiring Jira, Compliance, clinics, or benefits administrators through resolution and follow through until they’re closed. - Know what you can solve independently, what needs to be escalated, and how to hand off with enough context that work doesn’t start over. - Balance complex escalations with general support volume as demand shifts across programs and channels. - Identify recurring member issues and bring forward practical solutions to improve the experience. - Work your assigned shift, including evenings, overnights, weekends, and holidays, as applicable. These are similar to responsibilities but okay. We could treat these as Requirements. Now Skills: "Nice to Have:" list. - Experience with claims, appeals, reimbursement, or payments. - Experience with fertility benefits, specialty healthcare, or financial operations. - Experience with Zendesk, Jira, and Slack. - Experience mentoring peers or supporting QA programs. - Spanish fluency, written and verbal. Now Benefits: "Benefits That Work For You" paragraph. We need to extract benefits list: - Maven for Mavens: access to the full platform and specialists, including care for mental health, reproductive health, family planning and pediatrics. - Whole-self care through wellness partnerships - Hybrid work, in office meals, and work together days - 16 weeks 100% paid parental leave and new parent stipend (for Mavens who've been with us for 1 year+) - Annual professional development stipend and access to a personal career coach through Maven for Mavens - 401K matching for US-based employees, with immediate vesting Also mention: "On top of standards such as employer-covered health, dental, and insurance plan options". So include that. We'll list as

  . Now Pay: base salary range $82,000 - $96,000 per year. Also equity and benefits. Individual pay decisions based on qualifications etc. We'll include that. Now Schedule: list of shifts. We need to extract shift list: Monday–Friday, 8:30 a.m.–5:00 p.m. Monday–Friday, 10:00 a.m.–6:30 p.m. Monday–Friday, 1:00 p.m.–9:30 p.m. Tuesday–Saturday, 8:30 a.m.–5:00 p.m. weekdays; 9:00 a.m.–5:30 p.m. Saturday Tuesday–Saturday, 10:00 a.m.–6:30 p.m. weekdays; 9:00 a.m.–5:30 p.m. Saturday Tuesday–Saturday, 1:00 p.m.–9:30 p.m. weekdays; 9:00 a.m.–5:30 p.m. Saturday Sunday–Thursday, 8:30 a.m.–5:00 p.m. weekdays; 9:00 a.m.–5:30 p.m. Sunday Sunday–Thursday, 1:00 p.m.–9:30 p.m. weekdays; 9:00 a.m.–5:30 p.m. Sunday We should present as list. Now ensure we don't include boilerplate like EEO, scam warning, etc. Now produce HTML. Structure:

  About the role

  ... (combined description)