Care Experience Associate

Equip Health

7h•$25 - $26•Remote

About The Position

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.

Requirements

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.

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.