[Hiring] Care Operations Associate @Mantra Health

Role Description

We are seeking a Care Operations Associate to play a critical role in ensuring smooth and efficient student care journeys by providing exceptional support to students and our clinic providers as we grow. This role requires a high attention to detail, strong understanding of healthcare operations, excellent communication skills, and a commitment to customer satisfaction. The associate will be responsible for resolving inquiries, troubleshooting issues, and guiding stakeholders through various healthcare processes.

• 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.

Qualifications

• 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.
• 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.
• Proven ability to work within operational metrics and has familiarity with KPIs in healthcare or operations settings.
• Ability to maintain confidentiality and adhere to all HIPAA guidelines.
• Ability to work effectively in a fast-paced environment and manage multiple tasks simultaneously.
• Metrics-driven mindset with demonstrated ability to meet or exceed operational KPIs while maintaining quality and accuracy standards.
• Foster a collaborative team environment, particularly during high-pressure situations, by communicating complex information clearly and concisely.
• Proficiency in Zendesk, Slack, Google Workspace, and experience working within CRM and EHR systems preferred.
• Bilingual proficiency (English and Spanish) is a plus.

Requirements

• Hiring for the Following Shifts:
• Monday to Friday 9am to 6pm Eastern
• Monday to Friday 11am to 8pm Eastern
• Saturday to Wednesday 11am to 8pm Eastern
• Thursday to Monday 8:30am to 5:30pm Eastern

Benefits

• A chance to collaborate with a passionate, dedicated, and innovative team focused on elevating the student experience through mental healthcare.
• Opportunities for professional growth through mentorship, cross-functional collaboration and skill development.
• Competitive salary and benefits, including PTO, equity, health insurance, etc.
• Compensation: $45,000-$48,000 / year
• Medical, vision, and dental coverage for employees, spouses, and dependents.
• 401(k)
• Flexible work location.
• Generous PTO, sick days, jury duty days, and bereavement. Three week sabbatical and $3,000 stipend after five years of continuous full-time employment.
• Inclusive parental leave, equal for all parents.
• $1,000 new-parent mental wellness benefit.
• Commuter card, if you commute.
• Access to One Medical.
• Healthcare & Dependent Care FSA.