Care Operations Associate (1099 Contract)

Mantra Health

About The Position

Mantra Health is 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. The contractor will be responsible for resolving inquiries, troubleshooting issues, and guiding stakeholders through various healthcare processes.

Requirements

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 the ability to explain complex information clearly and concisely. Comfort on the phone as an external representative of Mantra.
Demonstrated experience with owning a process end-to-end, troubleshooting issues beyond simple scripted solutions, and proactively suggesting process improvements based on observed pain points.
Compassion, patience, and a genuine desire to help others.
Ability to maintain confidentiality and adhere to all HIPAA guidelines.

Nice To Haves

Proficiency in Zendesk, Slack, Google Workspace, and experience working within CRM and EHR systems preferred.
Bilingual proficiency (English and Spanish) is a plus.

Responsibilities

Serve as the primary point of contact for administrative care support inquiries via phone, email, and chat, providing accurate, policy-aligned responses and 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 and ensure seamless patient care.
Document all interactions and resolutions thoroughly and accurately in the customer relationship management (CRM) system and electronic health record (EHR).
Identify and escalate urgent or sensitive issues to appropriate personnel for immediate resolution.
Contribute to the development and continuous improvement of care operations workflows, standard operating procedures (SOPs), and training resources.
Handle complaints and concerns with sensitivity and professionalism, striving for positive outcomes.
Participate in training sessions and team meetings to enhance knowledge and skills.