Care Experience Associate

Equip is looking for a Care Experience Associate to work across our Care Experience departments to support patient and family engagement and scheduling needs, while engaging in an administrative function that supports overall team outcomes and patient retention. This individual is responsible for ensuring a consistent experience for patients and families as they onboard the platform and access Equip's specialized care team and resources throughout their recovery journey. The Associate will work cross-functionally with Scheduling Operations, Recovery Navigation, Care Delivery, Admissions and Financial Counseling to deliver a seamless, cohesive care experience.

Responsibilities

Respond in a timely and efficient manner to assigned tasks; Meet and support established service goals and business objectives by meeting and exceeding performance standards; Adapt communication style to persons representing diverse personal, professional, cultural, and socioeconomic backgrounds; Complete required documentation within Equip's digital systems in a timely and accurate manner; Support patient and family engagement and scheduling needs; Ensure a consistent experience for patients and families as they onboard the platform and access Equip's care team and resources; Work cross-functionally with Scheduling Operations, Recovery Navigation, Care Delivery, Admissions and Financial Counseling; Perform other duties as assigned

Requirements

1+ year professional customer service experience in a call center, medical office/clinic or other health care delivery setting; Team Player: works productively and collaboratively with team members to complete assigned tasks; Intellectual Curiosity: eagerness to learn and understand, comfortable with ambiguity and adapts to changes in direction or initiatives; Flexibility and Resilience: adaptable in a dynamic, innovative, fast-paced environment and able to navigate multiple technology systems and tools at one time; Ownership and Accountability: consistently accountable to accomplish day-to-day tasks as assigned; Passion for Customer Service: passion for mental health, expanding access to eating disorder treatment, and committed to excellent customer care; Communication: effective communicator in both written and verbal communications; Reliability: dependable and can be counted on to deliver on all assigned tasks; Integrity: honest, ethical, and respectful in all interactions with team members and customers; Results-Oriented: committed to strong results and open to coaching and constructive feedback; Organization and Time Management: strong organizational abilities, including reviewing daily tasks, assessing time needs, and meeting deadlines

Nice to have

Background in healthcare coordination; case management support; behavioral health

Benefits

Competitive Medical, Dental, Vision; Equip pays a significant percentage of benefits premiums for individuals and families; Spring Health 100% employer-paid mental health benefit through Guardian, including 5 free therapy sessions and 5 free coaching sessions per year for employee and each dependent; 401K option; $50/month stipend for home internet expenses