SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 45,000 - 48,000 / annual
Mantra Health is a digital mental health provider serving over 900,000 students across 125+ campuses. The company partners with colleges and universities to deliver comprehensive virtual mental health services including therapy, psychiatry, 24/7 crisis care, and wellness coaching.
As a Care Operations Associate, you will be the primary point of contact for administrative care support, handling inquiries via phone, email, and chat. You'll assist students with navigating online portals, activating care, scheduling appointments, and supporting continuity of care. You'll collaborate with clinical providers, technical support, and partner success teams to resolve complex issues and ensure seamless patient care.
Key responsibilities include:
- Providing accurate, policy-aligned responses to student and provider inquiries while maintaining HIPAA compliance and privacy standards
- Assisting students with portal navigation, appointment scheduling, and care continuity processes
- Documenting all interactions thoroughly in CRM and EHR systems
- Identifying and escalating urgent or sensitive issues appropriately
- Contributing to the development and improvement of care operations workflows and SOPs
- Handling complaints with sensitivity and professionalism
- Working within operational metrics and maintaining KPIs
- Fostering collaboration across teams during high-pressure situations
The role offers flexible scheduling with multiple shift options (Monday-Friday 9am-6pm ET, Monday-Friday 11am-8pm ET, Saturday-Wednesday 11am-8pm ET, or Thursday-Monday 8:30am-5:30pm ET). The position is fully remote with a distributed team environment.
Requirements:
- High school diploma or equivalent; Associate's or Bachelor's degree in healthcare administration, business, or related field preferred
- 1-3 years of customer service experience, preferably in healthcare
- Strong understanding of healthcare operations, terminology, and common practices
- Strong problem-solving skills and precise attention to detail
- Excellent verbal and written communication skills; comfort speaking with external stakeholders
- Demonstrated experience owning processes end-to-end, troubleshooting beyond scripted solutions, and suggesting process improvements
- Compassion, patience, and genuine desire to help others
- Ability to work within operational metrics and familiarity with healthcare/operations KPIs
- Ability to maintain confidentiality and adhere to HIPAA guidelines
- Ability to work effectively in fast-paced environment and manage multiple tasks simultaneously
- Metrics-driven mindset with ability to meet or exceed operational KPIs while maintaining quality and accuracy
- Proficiency in Zendesk, Slack, Google Workspace, and experience with CRM and EHR systems preferred
- Bilingual proficiency (English and Spanish) is a plus
