Maven Clinic is seeking a mission-driven International Care Advocate fluent in Japanese and based in Australia, New Zealand, Hong Kong, or Singapore. In this role, you'll guide members through digital care platforms, offering education and resources across fertility, maternity, parenting, and menopause care, while ensuring access to necessary support and services.
What You'll Do
- Prioritizing tasks and managing a schedule of meeting a high volume of members to conduct introductory video appointments
- Upholding the value of moving fast by answering and assisting with questions about the product and providing personalized recommendations for supporting member needs
- Demonstrating the value of 'walking through walls' to deliver an exceptional customer service experience to 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 We're Looking For
- Fluency in English and Japanese, both verbal and written
- Located in Hong Kong, Australia, New Zealand, or Singapore
- 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
Nice to Have
- Fluent 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
Technical Stack
- Google suite
- CRM platforms
- EHRs
- Zendesk
Team & Environment
Care Delivery team consisting of care coaches and care advocates
Benefits & Compensation
- 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
Work Mode
Remote role with support for remote team members; hybrid work options available. Must be based in Australia, New Zealand, Hong Kong, or Singapore.
Maven is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Maven is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.
