Member Services Manager Closed

Job Description

Company Description

MEET MAE

Mae is a venture-backed digital health solution on a mission to improve the health and quality of life for mothers, babies, and those who love them. Mae has created a space where complete digital care meets culturally-competent on-the-ground support. We address access gaps and bolster physical and emotional well-being through continuous engagement, risk assessment, early symptom awareness, and a community-led model of support for our users.

Digital solutions to address cultural deficits in care are at the forefront of femtech innovation and Mae is quickly gaining traction with healthcare payers as a viable solution to address the implicit, explicit, and structural biases that hinder equitable maternal health. In addressing whole-person care and focusing on self-advocacy, education, and community, we seek to improve the outcomes for mothers and birthing people, while also reducing clinical costs of care, at impactful scale. See what we’re doing at www.meetmae.com and @maehealthinc on Instagram.

At Mae, we are:

• Solution-Oriented. We make every problem an opportunity to improve.
• Curious. We demonstrate focused curiosity.
• Mission-connected. We ensure mamas and doulas are heard.
• Adaptable. We learn, adapt, and execute.
• Data-driven. We quantify the uncertainty.
• Accountable. We own our decisions and their outcomes.
• Transparent. We don’t hide the hard stuff.

Job Description

Mae is looking for a Member Services Manager with an active, unrestricted Advanced Practice Provider (APP)  license in Illinois (Nurse Practitioner or Physicians Assistant) who is passionate about maternal health equity. The Member Services Manager is a management role responsible for the quality and performance of all member services at Mae.

This role will play a critical role in driving member enrollment, member utilization of platform and doula services and achievement of value-based services (VBS) targets. This ensures we deliver on our contractual obligations to our health plan partners and achieve Mae’s clinical and performance targets.

The Member Services Manager will report directly to the Head of Operations and directly manage three small teams: Member Enrollment, Care Coordination, and Member Engagement.

Key responsibilities include:

• Team Management: Manage three small teams of:

  • Outreach Specialists responsible for outbound outreach to health plan members  to provide education on Mae and achieving monthly enrollment targets.
  • Care Coordinators responsible for coordinating more complex member needs, providing pregnancy education, and conducting health assessments.
  • Member Engagement Specialists responsible for managing routine member engagement communications (phone, e-mail, text) to encourage doula and platform engagement, or facilitating benefits requests.

• Ensuring Process Oversight, Target Achievement, and Performance of managed teams

  • Ensuring that each team member understands their role and responsibilities while providing them with the tools (e.g., data, dashboards, processes) and support needed to excel
  • Ensuring procedures for core responsibilities are documented (and documentation is maintained) and team members operate consistently
  • Identify and implement opportunities to streamline processes, reduce friction, and improve clarity in cross-functional interactions
  • Maximize individual contributions by harnessing each team member’s unique strengths and addressing their key areas for growth
  • Monitor team-level engagement and performance metrics and progress to defined monthly health plan targets

• Value Based Services (VBS) Oversight and Management

  • Developing and maintaining clinically robust reference materials that can be used by non-clinical Care Coordinators during VBS member communications to address needs and questions as well as drive member compliance with VBS measures
  • Developing priority lists for VBS achievements aligned with monthly revenue targets
  • Monitoring progress to target achievement over time, encouraging and motivating teams as needed to stay aligned and achieve prioritized targets
  • Strategic leadership on outreach methods and optimizations to achieve VBS targets

• Care Management services including nurse triage, transitions of care, supporting care coordination, and member education

  • Provide direct services and oversight over all fee-for-service eligible services to Mae members

Qualifications

What we are looking for:

• Valid unrestricted APP (Nurse Practitioner or Physician Assistant) license in Illinois (required), with a willingness to pursue multi-state licensure where feasible
• 5+ years of relevant experience
• People management experience
• A working understanding and support of a managed care, value-based care model preferred
• Exceptionally organized and process oriented
• Thoughtful, strategic, and efficient
• Strong, proactive, and responsive verbal and written communicator

Preferred Experience:

• Multi-state licensure in one or more priority states (MD, MI, NY) or a willingness to pursue to pursue multi-state licensure in states from this list where you are not currently licensed
• Experience working in fast-paced or start-up environments

Additional Information

Benefits include:

• Competitive salary and equity
• Healthcare benefits

Additional Information:

•  Salary range: $120,000-$130,000 annually, depending on experience
• 40 hours/week expected (standard business hours, Monday - Friday)
• 401K
• Flexible work location

All your information will be kept confidential according to EEO guidelines.

We are currently only hiring US based applicants and are unable to sponsor visas.

Mae Health Participates in E-Verify

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.