Lead, Care Experience

About Equip

Equip is the leading virtual, evidence-based eating disorder treatment program on a mission to ensure that everyone with an eating disorder can access treatment that works. Created by clinical experts in the field and people with lived experience, Equip builds upon evidence-based treatments to empower individuals to reach lasting recovery. All Equip patients receive a dedicated care team, including a therapist, dietitian, physician, and peer and family mentor. The company operates in all 50 states and is partnered with most major health insurance plans. Learn more about our strong outcomes and treatment approach at www.equip.health.

Founded in 2019, Equip has been a fully virtual company since its inception and is proud of the highly-engaged, passionate, and diverse Equipsters that have created Equip’s culture.  Recognized by Time as one of the most influential companies of 2023, along with awards from Linkedin and Lattice, we are grateful to Equipsters for building a sustainable treatment program that has served thousands of patients and families.

About the role

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.

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

Desired Behaviors and Skills

• Team Player: Exceptional communicator who understands how to effectively keep others informed to reduce friction and accomplish tasks effectively, including the ability to recognize when cross-functional partners need to be consulted to achieve success. Possesses a leadership and mentorship orientation and consistently provides training, guidance, and shares best practices in support of the broader team.
• Intellectual Curiosity: Demonstrates eagerness to learn and understand. Proactively identifies and corrects issues within the team while ensuring they are not repeated, and contributes to improved training and documentation to capture learnings. Comfortable with ambiguity and easily adapts to changes in direction or initiatives. Asks thoughtful and useful questions. Instills intellectual curiosity in others.
• Flexibility and Resilience: Demonstrates resourcefulness in times of change and uncertainty, leaning on peers, cross-functional partners, and Manager to successfully support transitions within the team. Highly adaptable and acts as a leader for the broader team to set tone and support strong team culture.
• Ownership & Accountability: High drive for execution and consistently holds themselves and others, including direct reports, accountable to meet deadlines.
• Passion for Customer Service: Passion for mental health, expanding access to eating disorder treatment, and committed to delivering excellent customer care. Creative and solution-oriented when facing any customer service challenge, and perceived as a role model for customer care across the team.
• Communication Skills: Excellent communication and collaboration skills, as demonstrated by effective written and verbal communication and cross-functional relationship building. Can effectively lead meetings and presentations to a broad audience and demonstrates visible presence as an active, engaged team member on functional projects or initiatives. Excellent at navigating difficult conversations and delivering feedback.
• Reliability: Consistently dependable and can be counted on to deliver on all assigned tasks, functional projects and initiatives independently. Proactively flags when they need support or guidance to prioritize and deliver results. Can be trusted to execute department-level special projects or specialized workflows as assigned by Manager.
• Integrity: Consistently honest, ethical, and respectful in all conversations and interactions with team members and customers. Holds themselves and others responsible for their actions. Leads by example for the broader team. Considers the impact of their decisions on others and the company's values.
• Results-Oriented: Consistently delivers strong results. Knows what they need to do to achieve their goals and does not get distracted by other things. Facilitates mentorship, coaching and training of other team members to help them effectively achieve goals.
• Coaching and Mentorship: Provides guidance, mentoring, and professional development support to direct reports and other team members. Can temporarily support broader team when Manager is out of office.
• Organization and Time Management: Exceptional organizational abilities, with proven capacity to juggle multiple tasks and projects simultaneously with limited oversight from Manager. Demonstrates a consistent bias for action; makes prompt decisions and proactively identifies resources and support as needed to resolve issues independently and keep projects moving forward.
• Critical Thinking: Demonstrates ability to question and assess the situation, to recognize ambiguity, to reflect and make informed judgments and decisions with minimal guidance from Manager. Makes connections between logical ideas to see the bigger picture, and understands when other cross-functional teams may need to be included. Is intuitive and exploratory when considering the needs of a customer or a fellow team member. Demonstrates ability to make thoughtful recommendations around process improvement and present a well-formed solution to benefit the broader team.
• Comfort with Technology: Is very comfortable using the tools and resources provided to effectively accomplish assigned tasks. Can easily shift between online systems, email, phone, and other digital resources to effectively perform tasks as assigned. Adaptable and easily learns new tools, and can deliver training and guidance to other team members. Proactively identifies opportunities for technical process improvement and raises these ideas to their Manager.

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
• Comfort with Technology: Proficient with digital, cloud-based communication and software platforms (Slack, G-suite, Zoom, electronic medical record systems)

Time Off

• Flex PTO policy (3-5 wks/year recommended) + 11 paid company holidays.
• Generous parental leave.

Core Benefits

• 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!

Other Benefits

Work From Home Additional Perks

• $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.

Physical Demands

Work is performed 100% from home with no requirement to travel. This is a stationary position that requires the ability to operate standard office equipment and keyboards as well as to talk or hear by telephone. Sit or stand as needed.

At Equip, Diversity, Equity, Inclusion and Belonging (DEIB) are woven into everything we do. At the heart of Equip’s mission is a relentless dedication to making sure that everyone with an eating disorder has access to care that works regardless of race, gender, sexuality, ability, weight, socio-economic status, and any marginalized identity. We also strive toward our providers and corporate team reflecting that same dedication both in bringing in and retaining talented employees from all backgrounds and identities. We have an Equip DEIB council, Equip For All; also referred to as EFA. EFA at Equip aims to be a space driven by mutual respect, and thoughtful, effective communication strategy - enabling full participation of  members who identify as marginalized or under-represented and allies, amplifying diverse voices, creating opportunities for advocacy and contributing to the advancement of diversity, equity, inclusion, and belonging at Equip.

As an equal opportunity employer, we provide equal opportunity in all aspects of employment, including recruiting, hiring, compensation, training and promotion, termination, and any other terms and conditions of employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, familial status, age, disability, weight, and/or any other legally protected classification protected by federal, state, or local law. 

Our dedication to equitable access, which is core to our mission, extends to how we build our "village." In line with our commitment to Diversity, Equity, Inclusion, and Belonging (DEIB), we are dedicated to an accessible hiring process where all candidates feel a true sense of belonging. If you require a reasonable accommodation to complete your application, interview, or perform the essential functions of a role, we invite you to reach out to our People team at accommodations@equip.health.