International Care Advocate (UK)

About the Role:

We are looking for a mission-driven internationally-based Care Advocate 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.

We are currently hiring for 9am-5pm local time (UK region).

What You’ll Do:

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

What You’ll Bring:

Fluency in English and additionally either Spanish, German, Polish, or French (open to other languages)

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

Fluent in healthcare terminology, both in English and other languages preferred

Experience in family planning and maternal-child health areas/others such as pregnancy, postpartum, options counseling, menopause, adoption, surrogacy preferred

Comfort with technology tools like Google suite, CRM platforms, EHRs, and Zendesk preferred

Certification or licensure in a healthcare related field preferred

The base salary range for this role is £33,000.00 - £38,478.00 per year. You will also be entitled to receive equity and benefits. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset.