Member Services Team Lead – Medication Access & Support Programs

About the role

Maven is seeking a Team Lead to support frontline associates working on a new medication access and pharmacy supported care program. This is a player coach role focused on real time execution, coaching, and first line escalation.

Responsibilities

• Own real time execution during assigned shifts across chat and phone queues.
• Monitor queue health, coverage, and workload distribution to ensure timely responses.
• Step in directly to handle complex cases or volume spikes as needed.
• Serve as day to day support for a team of Member Services Associates.
• Provide real time coaching on judgment calls, prioritization, and handling ambiguous cases where no clear script exists.
• Conduct quality reviews and deliver clear, actionable feedback.
• Support onboarding and ramping of new hires.
• Act as the first line escalation point for pharmacy and insurance issues including missing information, coverage rejects, routing questions, and fulfillment delays.
• Partner with internal teams to resolve escalated member issues while maintaining non clinical boundaries.
• Ensure appropriate handling and escalation of safety concerns or sensitive disclosures.
• Ensure consistent execution of SOPs, scripts, and workflows.
• Identify breakdowns in workflows and flag patterns or risks to leadership.
• Help test, roll out, and reinforce new workflows, macros, or tooling changes.
• Support team performance across response time, resolution quality, and member satisfaction.

Requirements

• 2–4 years of experience in healthcare support, pharmacy operations, insurance navigation, or related fields.
• Prior experience coaching, mentoring, or acting as a senior or lead in a frontline environment.
• Strong understanding of pharmacy workflows, insurance coverage concepts, and medication access processes.
• Comfort handling escalations and emotionally charged member situations.
• Strong written and verbal communication skills.
• Ability to balance hands-on work with people leadership.

Preferred Qualifications

• Experience supporting specialty or high demand medications.
• Experience with Zendesk highly preferred or other CX tools.
• Familiarity with QA frameworks and support performance metrics.
• Experience helping teams adopt new tools or workflows.
• Fluency in Spanish or another commonly spoken member language.

Pay

The base salary range for this role is $89,000 - $105,000 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.

Schedule

This role is ideal for someone with strong operational instincts who enjoys being close to the work and developing others. Shift availability will vary.