Manager, Member Benefit Services (Fertility Claims Processing)

5–7 years of experience in Customer Service Operations, including team leadership roles 3+ years of experience managing teams of 10+ in a service/support environment 2+ years of direct experience resolving complex fertility financial and benefits billing issues, including coordination with payers and employer-sponsored benefit plans. 1–3 years of experience in managed healthcare, insurance, or employer benefits. Strong track record of mentoring and coaching team members Flexibility and experience managing in fast-paced, high-growth environments. Experience managing inbound and outbound call support, email or app-based written support. Track record of driving improvement with impactful and measurable results. Demonstrated ability to analyze performance metrics to identify trends, root causes, and improvement opportunities. A strong sense of empathy applied to direct reports, members, and cross functional business partners. Savvy business judgment and the ability to support data-driven, results-oriented decision-making. Experience in motivating a team to achieve KPIs, drive efficiency, and managing change. The ability to create order from chaos and a willingness to roll up your sleeves to solve challenging problems directly.

Conduct regular one-on-ones, performance reviews, and development planning. Act as the primary escalation point for member issues and complex fertility-related financial and billing issues. Master Maven's business, communication channels, and reimbursement processes. Lead by example to ensure a culture focused on empathetic care. Directly answer member inquiries during high volume or staffing gaps. Define and iterate on processes to drive efficiency, value, and accountability toward KPIs. Ensure team performance metrics are met. Report on MBS team metrics, KPIs, OKRs. Facilitate team alignment with broader organizational objectives. Review, maintain, and create MBS team SOPs, workflows, and communications. Collaborate cross-functionally with various teams. Coordinate new hire training and onboarding.