[Hiring] Lead, Care Experience @Equip Health

Role Description

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.

• Build rapport and provide personalized customer service to ensure expectations are aligned to the Equip treatment model.
• Conduct reactive support and proactive outreach via phone, email, and messaging.
• Act as a liaison between patients, supports, or other caregivers, and Equip care team members.
• Responsible for service recovery and conducting reactive outreach in response to complaints or concerns.
• Contribute to setting the goals and scope of work for the team in partnership with the team leader.
• Responsible for the growth and development of assigned direct reports.
• Support training and mentorship for more junior members of the overall team.

Responsibilities

• Serve as a leader within the Care Experience department, directly managing a team of Care Experience reps.
• Provide onboarding, training, and coaching to help the team achieve its goals.
• Support internal department and cross-functional project opportunities as assigned.
• 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.
• 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.
• Respond to calls, messages, and texts to resolve patient and family needs or concerns.
• Monitor patients who pause treatment and develop action plans for re-engagement.
• Act as a liaison between patients and other Equip teams.
• Support a strong transition experience at discharge.
• Complete required documentation within Equip’s digital systems in a timely and accurate manner.
• Adapt to organizational and/or team needs as required.

Qualifications

• 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.
• Previous direct people management or mentoring experience preferred.
• Knowledge of HIPAA policies and procedures.
• Proficient with digital, cloud-based communication and software platforms (Slack, G-suite, Zoom, electronic medical record systems).

Requirements

• Exceptional communicator and team player.
• Demonstrates intellectual curiosity and eagerness to learn.
• Shows flexibility and resilience in times of change.
• High drive for execution and accountability.
• Passionate about customer service and mental health.
• Excellent communication and collaboration skills.
• Consistently reliable and dependable.
• Demonstrates integrity and ethical behavior.
• Results-oriented with a focus on achieving goals.
• Provides coaching and mentorship to team members.
• Exceptional organizational and time management abilities.
• Strong critical thinking skills.
• Comfortable with technology and adaptable to new tools.

Benefits

• Flex PTO policy (3-5 weeks/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.
• 5 free therapy sessions and 5 free coaching sessions per year for you and each of your dependents.
• Employee Assistance Program (EAP) for mental health, legal services, financial support, and more.
• HealthJoy, a 100% employer-paid platform connecting you to a healthcare concierge.
• 401K Option.
• $50/month stipend for home internet expenses.
• $250/month stipend for co-working space.
• Initial work-from-home stipend of up to $500.
• Reload of $200 on the home office stipend every three years.
• Company Laptop.