Director, Care Advocacy

Maven Clinic

Maven Clinic

United States · New York, NY, USA · Remote
Posted on Tuesday, October 17, 2023
Maven is the world’s largest virtual clinic for women and families on a mission to make healthcare work for all of us. Maven’s award-winning digital programs provide clinical, emotional, and financial support all in one platform, spanning fertility & family building, maternity & newborn care, parenting & pediatrics, and menopause. Employers and health plans trust Maven’s end-to-end platform to improve clinical outcomes, reduce healthcare costs, and provide equity in benefits programs. Founded in 2014 by CEO Kate Ryder, Maven has raised $300 million in funding from top healthcare and technology investors including General Catalyst, Oak HC/FT, Sequoia, Dragoneer Investment Group, and Lux Capital.
An award-winning culture working towards an important mission – Maven Clinic is a recipient of over 30 workplace and innovation awards, including:
  • TIME 100 Most Influential Companies (2023)
  • CNBC Disruptor 50 List (2022, 2023)
  • Fast Company Most Innovative Companies (2020, 2023)
  • Built In Best Places to Work (2023)
  • Fortune Best Workplaces NY (2020, 2021, 2022, 2023)
  • Great Place to Work certified (2020, 2021, 2022, 2023)
  • Fast Company Best Workplaces for Innovators (2022)
  • Built In LGBTQIA+ Advocacy Award (2022)

We are looking for a mission-driven Director of Care Advocacy who will lead a team that provides world-class care delivery services to Maven members. Our Care Advocacy team is the voice of Maven, and the leader in this role will be deeply attuned to the needs of our members, translating this into a highly reliable, highly effective care model. You and your team will develop the member engagement strategies, processes, and metrics to cultivate a high performing environment that is collaborative, moves fast, and embraces a continuous improvement mindset to deliver on Maven’s clinical outcomes goals. Your team will support our members by jointly developing care plans, guiding them to care on Maven and in their community, and sharing health and benefits education - ultimately helping them manage their health needs, make informed decisions, and navigate complex healthcare systems effectively.

To make our mission a reality, your skills will be accountable for:

  • Learn the ins and outs of Maven’s business and the day-to-day Care Advocate responsibilities, diving in to directly master our care delivery methods, tools and processes
  • Lead and inspire a high performing Care Advocacy team while fostering a culture of learning, accountability, connectedness, and engagement
  • Define goals and KPIs for the Care Advocacy team that are aligned to clear business and clinical outcomes
  • Establish ongoing monitoring processes to track the operational health of the team
  • Hire, train, direct and develop Care Advocacy Managers and Care Advocates through role-modeling, coaching, feedback, and training
  • Develop and implement member engagement techniques, protocols and best practices to ensure seamless access to care
  • Use your continuous improvement mindset to lead with data and iterate on our care programs, going deep where necessary, and act as the final back-stop for member escalations
  • Lead strategic initiatives with an aim to improve clinical outcomes, streamline operations, and build for scale
  • Collaborate closely with cross-functional stakeholders across our Care Support, Product, Clinical Innovation, Medical Group, and Growth departments

Minimum Qualifications:

  • 8+ years leading member facing care teams in a fast-paced, high-growth environment
  • People management experience within digital clinical care, navigation or coaching programs - particularly with a non-exempt workforce
  • Familiarity with health promotion and behavior change interventions
  • Strong organizational skills, detail orientation, and bias to action, with an ability to actively track performance over time and rapidly implement processes to improve performance
  • Excellent interpersonal and communication skills, with an ability to communicate clearly and persuasively to your team and leaders in other parts of the organization at Maven
  • Empathetic and passionate about creating positive experiences in member and team interactions
  • Strong critical thinking skills with an ability to diagnose problems, evaluate, and drive improvements
  • Metrics-driven with excellent management skills and an ability to inspire and empower employees
  • Skilled change leader, with a proven track record of motivating team through periods of rapid change and growth

Preferred Qualifications:

  • Clinical practice background in nursing or behavioral health
  • Health coaching certification (NBC-HWC or ICF)
  • Experience in family planning and maternal-child health areas such as pregnancy, postpartum, adoption, surrogacy, and fertility

For candidates in NY, CA, or CO the salary range for this role is $145,000 - $165,000 per year. You may also be entitled to receive a bonus, stock options, and benefits. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset.

At Maven we believe that a diverse set of backgrounds and experiences enrich our teams and allow us to achieve above and beyond our goals. If you do not have experience in all of the areas detailed above, we hope that you will share your unique background with us in your application and how it can be additive to our teams.

Benefits & Perks:

We are reimagining what a supportive workplace looks like, from the inside out. On top of standards such as employer-covered health, dental, and insurance plan options, and generous PTO, we offer an all-of-you, inclusive approach to benefits:

  • Maven for Mavens: access to the full platform and specialists, including care for everything from mental health, reproductive health, family planning, pediatrics.
  • Whole-self care through wellness partnerships
  • Weekly breakfast, lunch, and get-togethers
  • 16 weeks 100% paid parental leave, flexible time upon return, and $1.5K/mo for 2 months, new parent stipend (for Mavens who've been with us at least six months)
  • Udemy, annual professional development stipend, and access to a personal career coach through Maven
  • 401K matching for US-based employees (immediately vesting)

These benefits are applicable to Maven Clinic Co., US-based, full-time employees only. 1099/Contract Providers are ineligible for these benefits.