[Remote] Care Experience Associate

Note: The job is a remote job and is open to candidates in USA. 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. The Care Experience Associate will support patient and family engagement, ensuring a consistent experience as they onboard and access Equip’s specialized care resources throughout their recovery journey.

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

Skills

• 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

Benefits

• Offers Bonus

Company Overview

Company H1B Sponsorship