Care Experience Associate - Equip

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.

Founded in 2019, Equip has been a fully virtual company since its inception and is proud of the highly-engaged, passionate, and diverse team that has 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 our team for building a sustainable treatment program that has served thousands of patients and families.

Employment Type: Full-time and short-term (40 hours per week) for 6 months, including benefits.

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.
• 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 and Benefits

• Earning Potential Range: $25 to $26 per hour
• Time Off: Flex PTO policy (3-5 wks/year recommended) + 11 paid company holidays.
• Core Benefits: Competitive Medical, Dental, Vision, Life, and AD&D insurance with significant employer subsidy for individuals and families.
• Mental Health & Wellness: Spring Health (employer-paid mental health benefit with 5 free therapy and coaching sessions/year), Employee Assistance Program (EAP), and HealthJoy healthcare concierge.
• Retirement: 401(k) option.
• Work From Home Perks: $50/month internet stipend, $250/month co-working space stipend, initial work-from-home stipend of up to $500 with periodic renewals, and a company laptop.