Care Operations Associate - Mantra Health

Company Overview

Mantra Health is an award-winning digital mental health provider on a mission to make evidence-based care more accessible to students. We partner with colleges and universities to offer comprehensive virtual mental health services, including therapy, psychiatry, 24/7 crisis care, emotional wellness coaching, and self-care content.

Our technology solutions seamlessly integrate with campus health systems to enhance student well-being and improve graduation rates. Today, our programs support over 900,000 students across 125+ campuses, including Penn State, MIT, and Miami Dade College.

About the Role

We are seeking a Care Operations Contractor (1099) to ensure smooth and efficient student care journeys by providing support to students and our clinic providers on a project basis. This role requires a high attention to detail, strong understanding of healthcare operations, excellent communication skills, and a commitment to customer satisfaction.

What You’ll Do

• Serve as the primary point of contact for administrative care support inquiries via phone, email, and chat, ensuring compliance with all privacy and documentation standards.
• Assist students with navigating online portals, activating care, scheduling appointments, and supporting their continuity of care process.
• Collaborate with clinical providers, technical support, partner success, and other internal teams to resolve complex issues.
• Document all interactions and resolutions thoroughly in the CRM system and electronic health record (EHR).
• Identify and escalate urgent or sensitive issues to appropriate personnel.
• Contribute to the continuous improvement of care operations workflows, SOPs, and training resources.
• Handle complaints and concerns with sensitivity and professionalism.
• Participate in training sessions and team meetings.

Who You Are

• High school diploma or equivalent; Associate's or Bachelor's degree in healthcare administration, business, or a related field preferred.
• 1-3 years of experience in a customer service role, preferably within a healthcare setting.
• Strong understanding of healthcare operations, terminology, and common practices.
• Strong problem-solving skills and precise attention to detail.
• Excellent verbal and written communication skills with comfort on the phone as an external representative of Mantra.
• Demonstrated experience owning a process end-to-end and proactively suggesting process improvements.
• Compassion, patience, and a genuine desire to help others.
• Ability to maintain confidentiality and adhere to all HIPAA guidelines.
• Proficiency in Zendesk, Slack, Google Workspace, and experience working within CRM and EHR systems preferred.
• Bilingual proficiency (English and Spanish) is a plus.

Availability Requirements

• Tuesday to Friday: 9:00 AM – 2:00 PM
• Saturday: 9:00 AM – 6:00 PM
• Position type: 6-month contract (1099)

Compensation

• $30/hour