Manager, Member Services (Fertility Benefits)

TL;DR

Manager, Member Services (Fertility Benefits): Lead a team of 10+ representatives supporting fertility patients with an accent on complex insurance coverage, billing, reimbursement escalations, and financial tracking. Focus on resolving high-impact issues, optimizing processes, and ensuring empathetic, high-quality member care while meeting KPIs.

Location: Remote in specific US states (AZ, CA, CO, CT, DC, DE, FL, GA, HI, IL, IN, KS, MA, MD, ME, MI, MN, MO, NC, NH, NJ, NM, NV, NY, OH, OR, PA, RI, SC, TN, UT, VA, VT, WA, WI). Requires active work authorization in the US. Monday-Friday 9AM-5PM EST with occasional weekend coverage.

Salary: $106,000 - $115,000 per year

Company

World's largest virtual clinic for women and families, offering digital programs for fertility, maternity, newborn care, parenting, pediatrics, and menopause.

What you will do

• Manage a team of 10+ Member Services Representatives through one-on-ones, performance reviews, and development planning.
• Serve as escalation point for complex fertility billing, insurance, and financial issues, coordinating with stakeholders for resolutions.
• Handle direct member inquiries via calls and Zendesk during high volume or staffing gaps.
• Drive process improvements, SOPs, and workflows to enhance efficiency and meet KPIs like productivity, response time, NPS, and CSAT.
• Report on team metrics and OKRs to leadership and align with organizational goals.
• Collaborate cross-functionally with care delivery, operations, product, and client success teams; oversee new hire training.

Requirements

• 5–7 years in Customer Service Operations, including team leadership.
• 3+ years managing teams of 10+ in service/support environments.
• 2+ years resolving complex fertility financial/benefits billing issues with payers and employer plans.
• 1–3 years in managed healthcare, insurance, or employer benefits.
• Experience with inbound/outbound calls, email/app support, performance metrics analysis, and driving improvements.
• Active US work authorization required.

Nice to have

• Experience in fast-paced startups, Zendesk, payments management.
• Bachelor’s degree or equivalent.
• Verbal/written fluency in Spanish.
• Managing remote teams.

Culture & Benefits

• Award-winning culture with flexibility, remote support, and collaborative tools.
• Comprehensive benefits: employer-covered health/dental/vision, Maven platform access, wellness partnerships.
• 16 weeks paid parental leave (after 1 year), professional development stipend, career coaching.
• 401K matching with immediate vesting for US employees.
• Focus on diversity, inclusion, and employee growth.