Care Experience Associate

About Equip 

Equip is the leading virtual, evidence-based eating disorder treatment program on a mission to ensure that everyone with an eating disorder can access treatment that works. Created by clinical experts in the field and people with lived experience, Equip builds upon evidence-based treatments to empower individuals to reach lasting recovery. All Equip patients receive a dedicated care team, including a therapist, dietitian, physician, and peer and family mentor. The company operates in all 50 states and is partnered with most major health insurance plans. Learn more about our strong outcomes and treatment approach at www.equip.health.

Founded in 2019, Equip has been a fully virtual company since its inception and is proud of the highly-engaged, passionate, and diverse Equisters that have created Equip’s culture. Recognized by Time as one of the most influential companies of 2023, along with awards from Linkedin and Lattice, we are grateful to Equipsters for building a sustainable treatment program that has served thousands of patients and families.

About the role

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.

• Provide exceptional patient care via telephone, written communication and other technology.

• Follow established workflows to create a positive, consistent experience for patients / families when scheduling support is needed, as measured by scheduling satisfaction.

• Conduct proactive outreach to patients or providers to effectively identify needs, create connections with cross-functional teams and achieve timely resolution.

• Manage in-bound phone calls from patients and caregivers, addressing their needs in real time when possible or routing requests internally for timely resolution.

• Ensure patient satisfaction by providing quality service, identifying patient needs and assisting them with issues/concerns.

• 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.

• Perform other duties as assigned.

Qualifications

• 1+ year(s) professional customer service experience in a call center, medical office/clinic or other health care delivery setting; background in healthcare coordination, case management support, or behavioral health strongly preferred.

• Team Player: Understands how to work productively and collaboratively with fellow team members to complete assigned tasks.

• Intellectual Curiosity: Demonstrates eagerness to learn and understand; comfortable with ambiguity and easily adapts to changes in direction or initiatives.

• Flexibility and Resilience: Adaptable in a dynamic, innovative, and fast-paced environment. 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 delivering 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, with support as needed from manager to prioritize and answer questions.

• Integrity: Honest, ethical, and respectful in all conversations and interactions with team members and customers.

• Results-Oriented: Committed to delivering strong results; open to coaching and constructive feedback when necessary to learn how to more effectively prioritize and achieve individual and team goals.

• Organization and Time Management: Strong organizational abilities, including ability to review daily assigned tasks, assess time and support needed to accomplish tasks, and meet deadlines.

Compensation:

• $25-$26/hour, Offers Bonus

At Equip, Diversity, Equity, Inclusion and Belonging (DEIB) are woven into everything we do. At the heart of Equip’s mission is a relentless dedication to making sure that everyone with an eating disorder has access to care that works regardless of race, gender, sexuality, ability, weight, socio-economic status, and any marginalized identity. We also strive toward our providers and corporate team reflecting that same dedication both in bringing in and retaining talented employees from all backgrounds and identities. We have an Equip DEIB council, Equip For All; also referred to as EFA. EFA at Equip aims to be a space driven by mutual respect, and thoughtful, effective communication strategy - enabling full participation of members who identify as marginalized or under-represented and allies, amplifying diverse voices, creating opportunities for advocacy and contributing to the advancement of diversity, equity, inclusion, and belonging at Equip.

As an equal opportunity employer, we provide equal opportunity in all aspects of employment, including recruiting, hiring, compensation, training and promotion, termination, and any other terms and conditions of employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, familial status, age, disability, weight, and/or any other legally protected classification protected by federal, state, or local law. 

Our dedication to equitable access, which is core to our mission, extends to how we build our "village." In line with our commitment to Diversity, Equity, Inclusion, and Belonging (DEIB), we are dedicated to an accessible hiring process where all candidates feel a true sense of belonging. If you require a reasonable accommodation to complete your application, interview, or perform the essential functions of a role, we invite you to reach out to our People team at [email protected].

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