[Remote] Care Advocate (Japanese Fluency) - Hawaii

Note: The job is a remote job and is open to candidates in USA. Maven Clinic is the world's largest virtual clinic for women and families, dedicated to making healthcare accessible for all. They are seeking a mission-driven Care Advocate fluent in Japanese to provide exceptional care and support to members, assisting them in navigating digital care and accessing necessary resources.ResponsibilitiesPrioritizing tasks and managing a schedule of meeting a high volume of members to conduct introductory video appointmentsUpholding our value of moving fast by answering and assisting with questions about our product and providing personalized recommendations for supporting member needsDemonstrating our value of “walking through walls” to deliver an exceptional customer service experience to our members and escalating concerns or questions appropriatelyNavigating members’ networks to ensure access to care, and investigating available supportCoordinating with other team members when needed to provide immediate access to care and provide follow up, closing the loop with the memberProviding education and resources related to program needsCollaborating with cross-functional partners and team members of our Care Delivery, Customer Support, Provider group and Product teamsExecuting on tasks to ensure optimal member experience and taking responsibility for closing the loop on outstanding itemsParticipating in cross functional projects and collaborating with other departments where neededIdentifying referral needs and collaborating with Maven providersProviding education on local healthcare systems and create in-person resource lists to help members navigate in-person careActs as a resource for our members and team on local APAC region and healthcare systemAnticipating and addressing member’s social determinants of health needsAny other duties as assignedSkillsFluency in English and Japanese, both verbal and writtenA background in allied health, human services, or healthcare1-2+ years of direct patient care experience or digital healthProblem-solving skills to help find creative solutions to customer needs, including working in a remote/startup environmentAbility to remain flexible with changes and have a growth mindsetAbility to communicate with patients empathetically in writing and verbally, and passionate about creating a positive member experience with optimal outcomesExperience achieving KPIs relevant to engagement, satisfaction and productivityProficiency in navigating new technologies and systems as part of working on a remote teamFluence in healthcare terminology, both in English and JapaneseExperience in family planning and maternal-child health areas/others such as pregnancy, postpartum, options counseling, menopause, adoption, surrogacyComfort with technology tools like Google suite, CRM platforms, EHRs, and ZendeskCertification or licensure in a healthcare related fieldBenefitsMaven 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 partnershipsHybrid work, in office meals, and work together days16 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 Mavens401K matching for US-based employees, with immediate vestingCompany OverviewMaven is a digital health platform that works with health plans and employers to offer virtual services for women’s and family health. It was founded in 2014, and is headquartered in New York, New York, USA, with a workforce of 201-500 employees. Its website is http://www.mavenclinic.com.



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