Maven Clinic: Resolution Response Specialist — Remote

About Maven Clinic

Maven Clinic provides virtual women's and family healthcare. Its employer introduction describes programmes spanning fertility and family building, maternity and newborn care, parenting and paediatrics, and menopause and midlife. It serves members through employer and health-plan programmes as well as a consumer platform. The described care model brings virtual access together with support around different life stages, while care-coordination roles help members navigate services and turn clinical recommendations into practical next steps.

The position and its setting

Maven Clinic lists Resolution Response Specialist in Remote, under reference 8756780002. The details below separate the work described by the employer from essential conditions, preferred experience and practical preparation advice.

• Department: Benefits Support Delivery
• Employer listing date: 28 August 2026

Responsibilities and work described

• This is a non-exempt, Monday–Friday position with hours of 8:30 a.m.–5:00 p.m
• ET and occasional weekend coverage as needed
• Own escalated member cases end-to-end, serving as the single accountable owner for moderate-to-high complexity issues across billing, reimbursement, benefits, coordination of benefits, network exceptions, and service breakdowns
• Leadership: service recovery by reviewing low-rated interactions, conducting proactive outreach (call-first where possible), applying de-escalation protocols, and confirming closed-loop resolution with a written member recap
• Serve as the primary cross-functional bridge across MBS, Support, Care Delivery, Client Success, Payment Operations, Network Operations, Product, Engineering, and Legal/Compliance to coordinate corrective action and accelerate resolution
• Communicate with members using approved macros and empathy-led, legally protective language; provide CSMs with concise case summaries and polished client-facing messaging when needed
• Identify and route risk using Critical/High/Standard severity and SEV 2/SEV 3 legal protocols for legal, compliance, discrimination, or regulatory exposure
• Maintenance: precise documentation in Zendesk and the escalation tracker, applying granular themes, reason codes, and ownership tags to enable reliable root-cause reporting
• Identify escalation trends and drive macro, playbook, and process improvements that reduce recurrence and prevent repeat escalations
• What You’ll Bring:
• 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
• Highly organized and detail-oriented, with critical thinking, root-cause analysis, and structured case management skills
• Verbal and written communication, with 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
• Maven embraces a flexible and inclusive work environment

Essential requirements and candidate background

• Experience resolving complex, multi-stakeholder escalations; knowledge of employer-sponsored benefits, reimbursement and claims workflows, and the fertility/family-building member journey
• Familiarity: Zendesk, Jira, Guru, Google Sheets, and Looker

Location, schedule and contract conditions

For this overseas or regional listing, confirm work authorisation and any location restrictions with the employer. The location does not establish visa sponsorship or permission to work remotely from India.

• The base salary range for this role is $82,000 - $96,000 per year
• 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
• This role requires active work authorization in the US
• Work arrangement: Remote
• Advertised location: Remote

Benefits mentioned by the employer

• Our benefits are designed to support your health, well-being and career development, helping you thrive both personally and professionally
• We remain focused on providing a competitive benefits package for our employees
• On top of standards such as employer-covered health, dental, and insurance plan options, we offer an inclusive approach to benefits:
• 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
• These benefits are applicable to Maven Clinic Co., US-based, full-time employees only. 1099/Contract Providers are ineligible for these benefits

Conditions requiring the complete notice

Some passages contain complex or combined conditions that have not been reduced to short eligibility statements here. Read the complete linked notice for those passages, including any alternatives, exceptions or restrictions. The concise facts above should not be treated as the full wording of every condition.

Pay and application dates

A verified salary figure is not established in this article. An online estimate for another Resolution Response Specialist vacancy is not an offer for reference 8756780002; use the employer’s own pay disclosure and recruitment communication.

A closing date is not confirmed in this article. Check the current employer page before submitting: an undated posting can change or be withdrawn.

How to apply to Maven Clinic

Applications follow the official employer page linked below.

Open the official Maven Clinic posting below and match the title and reference 8756780002.

Compare your qualifications and experience with the essential conditions for the Remote position, then read the preferred criteria separately.

Prepare an accurate CV and the supporting items requested in that employer’s application. Provide only information and documents you are authorised to share.

Use the employer’s application option, complete the required fields and review the submission. Retain the acknowledgement when one is provided. Job Alerts World does not receive the application.

Practical preparation: process improvement

For process-improvement work, explain the starting problem and the evidence that guided the change. Describe what you altered, how the result was checked and whether the improvement was sustained.

Relevant skills

• process improvement
• GLP
• compliance
• insurance
• investment
• stakeholder management
• communication
• partnership development