Apply on Employer Site

Maven Clinic · 1 day ago

Team Lead – Medication Access & Support Programs

United States

Full-time

Remote

Mid, Senior Level

$89K/yr - $105K/yr

2+ years exp

Maven Clinic is the world's largest virtual clinic for women and families, dedicated to making healthcare work for everyone. They are seeking a Team Lead to support frontline associates in a new medication access and pharmacy supported care program, focusing on real-time execution, coaching, and issue resolution within daily operations.

FamilyHealth CaremHealthWomen's

Comp. & Benefits

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

Qualification

Pharmacy operationsInsurance navigationTeam leadershipCoachingZendeskMentoringOperational excellenceFluency in SpanishCommunicationEmotional intelligence