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Role Description

Maven is looking for a mission-driven Care Advocate who is fluent in Japanese to join our team to provide world-class care to Maven members. Our Care Delivery team consists of care coaches and care advocates who help our members navigate digital care and access the tools to unlock their optimal experience and outcomes. Our team works to continuously learn more about members and ourselves, and you’ll move fast to assist our members with navigation of our network and product. As an internationally-based Care Advocate, you’ll be the Maven resource for our members, providing resources and education on how to access care and walk through walls to engage members with our platform.

Our Care Delivery team works remotely and supports Maven members 24/7/365. The shift for this role is: Monday - Friday 3pm-11:30pm PST.

As an Internationally-based Care Advocate, you will be responsible for:

• Prioritizing tasks and managing a schedule of meeting a high volume of members to conduct introductory video appointments.
• Upholding our value of moving fast by answering and assisting with questions about our product and providing personalized recommendations for supporting member needs.
• Demonstrating our value of “walking through walls” to deliver an exceptional customer service experience to our members and escalating concerns or questions appropriately.
• Navigating members’ networks to ensure access to care, and investigating available support.
• Coordinating with other team members when needed to provide immediate access to care and provide follow up, closing the loop with the member.
• Providing education and resources related to program needs.
• Collaborating with cross-functional partners and team members of our Care Delivery, Customer Support, Provider group and Product teams.
• Executing on tasks to ensure optimal member experience and taking responsibility for closing the loop on outstanding items.
• Participating in cross functional projects and collaborating with other departments where needed.
• Identifying referral needs and collaborating with Maven providers.
• Providing education on local healthcare systems and create in-person resource lists to help members navigate in-person care.
• Acts as a resource for our members and team on local APAC region and healthcare system.
• Anticipating and addressing member’s social determinants of health needs.
• Any other duties as assigned.

Qualifications

• Fluency in English and Japanese, both verbal and written.
• Must be located in Arizona, Nevada, or Oregon (or PST).
• A background in allied health, human services, or healthcare.
• 1-2+ years of direct patient care experience or digital health.
• Problem-solving skills to help find creative solutions to customer needs, including working in a remote/startup environment.
• Ability to remain flexible with changes and have a growth mindset.
• Ability to communicate with patients empathetically in writing and verbally, and passionate about creating a positive member experience with optimal outcomes.
• Experience achieving KPIs relevant to engagement, satisfaction and productivity.
• Proficiency in navigating new technologies and systems as part of working on a remote team.

Requirements

• Fluency in healthcare terminology, both in English and Japanese.
• Experience in family planning and maternal-child health areas/others such as pregnancy, postpartum, options counseling, menopause, adoption, surrogacy.
• Comfort with technology tools like Google suite, CRM platforms, EHRs, and Zendesk.
• Certification or licensure in a healthcare related field.

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.