Lead, Care Experience

Equip Health

9d•$81,000 - $85,000•Remote

About The Position

A Lead, Care Experience at Equip serves as a critical care coordinator throughout the care experience, guiding and supporting each unique patient and family in their service needs, while also managing a team of Care Experience representatives. This leadership role serves as a “player coach” - reinforcing best practices and operations for their direct team and also supporting patients and families with their needs while part of the Equip program. Care Experience reps, build rapport and provide personalized customer service to ensure expectations are aligned to the Equip treatment model and needs are met based on each patient’s unique needs and motivations while ensuring that team channels SLAs and response rates are achieved. Reactive support and proactive outreach are conducted by phone, email and messaging. A Lead, Care Experience acts as a liaison between patients, supports or other caregivers, and Equip care team members to create an unparalleled, cohesive service experience. Care Experience reps are also responsible for service recovery, conducting reactive outreach in response to any complaints or concerns in order to problem-solve and ensure patients remain engaged in their treatment journey. As a Lead, this individual will be expected to contribute to setting the goals and scope of work for the team in partnership with the team leader. This individual will operate at an advanced level and be responsible for the growth and development of assigned direct reports, and also support training and mentorship for more junior members of the overall team.

Requirements

Bachelor’s degree in health sciences, business administration, communications or relevant field required
4+ years experience working in a customer/patient success or support role
Knowledge of HIPAA policies and procedures
Comfort with Technology: Proficient with digital, cloud-based communication and software platforms (Slack, G-suite, Zoom, electronic medical record systems)

Nice To Haves

Previous direct people management or mentoring experience preferred

Responsibilities

Serve as a leader within the Care Experience department, directly managing a team of Care Experience reps and providing onboarding, training and coaching to help the team achieve its goals
Support internal department and cross-functional project opportunities as assigned, in order to improve the operations and efficiency of the team and support patient retention and satisfaction
Reinforce patient and family alignment to Equip’s treatment model and virtual support following onboarding
Conduct proactive and reactive outreach to drive sustained engagement and retention in care, with a focus on patient satisfaction
Identify gaps in treatment support and reach out to address barriers to care
Monitor leading measures of engagement and satisfaction within Equip’s data platform to inform proactive outreach and prevent low engagement, treatment pauses due to dissatisfaction, and/or discharge
Respond to calls, messages, and texts to resolve patient and family needs or concerns efficiently and effectively as well as act as escalation point
Monitor patients who pause treatment and develop action plan to ensure ongoing outreach and successful re-engagement whenever possible
Act as a liaison between patients and other Equip teams
Support a strong transition experience at discharge, providing after care resources (including outpatient therapy providers) and work with families to schedule appointments as needed following Equip
Complete required documentation within Equip’s digital systems in a timely and accurate manner
Provide onboarding and training support as well as ongoing coaching to other team members
Adapt to organizational and/or team needs as required

Benefits

Flex PTO policy (3-5 wks/year recommended) + 11 paid company holidays.
Generous parental leave.
Competitive Medical, Dental, Vision, Life, and AD&D insurance.
Equip pays for a significant percentage of benefits premiums for individuals and families.
Spring Health, a 100% employer-paid mental health benefit through Guardian.
You can receive 5 free therapy sessions and 5 free coaching sessions per year for you and each of your dependents.
Employee Assistance Program (EAP), a company paid resource for mental health, legal services, financial support, and more!
HealthJoy, a 100% employer-paid platform connecting you to a healthcare concierge who can help you navigate your benefits.
401K Option!
$50/month stipend added directly to an employee’s paycheck to cover home internet expenses.
$250/month stipend to use a co-working space.
Initial work-from-home stipend of up to $500.
Reload of $200 on the home office stipend at the 3-year mark and then every other year after that (year 5, year 7, etc.).
Company Laptop.