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Equip is a leading virtual, evidence-based eating disorder treatment program founded in 2019. The company operates in all 50 states, is partnered with major health insurance plans, and was recognized by Time as one of the most influential companies of 2023.
The Lead, Care Experience role is a management position within the Care Experience department. This is a "player coach" role that combines direct patient/family support with team leadership responsibilities. You will directly manage a team of Care Experience representatives, providing onboarding, training, coaching, and professional development to help the team achieve departmental goals.
Key responsibilities include:
- Directly manage and develop a team of Care Experience representatives
- Serve as primary care coordinator for patients and families, guiding them through their service needs
- Conduct proactive and reactive outreach via phone, email, and messaging to drive engagement and retention
- Monitor patient engagement and satisfaction metrics to identify at-risk patients and prevent treatment pauses or discharge
- Act as liaison between patients, families, and Equip clinical care teams (therapists, dietitians, physicians, peer mentors)
- Respond to patient and family concerns, escalating complex issues as needed
- Support service recovery and problem-solving for complaints
- Monitor patients who pause treatment and develop re-engagement action plans
- Provide discharge support, including aftercare resources and outpatient provider connections
- Contribute to cross-functional projects to improve team operations and efficiency
- Maintain accurate documentation in Equip's digital systems
- Provide training and mentorship to junior team members
- Adapt to organizational and team needs as required
The role requires exceptional communication, leadership orientation, intellectual curiosity, and passion for mental health and eating disorder treatment access. You will work 100% remotely with no travel requirements.
Requirements:
- Bachelor's degree in health sciences, business administration, communications, or relevant field
- 4+ years of experience in customer/patient success or support roles
- Previous direct people management or mentoring experience preferred
- Knowledge of HIPAA policies and procedures
- Proficiency with digital, cloud-based communication and software platforms (Slack, G-Suite, Zoom, electronic medical record systems)
- Demonstrated ability to manage multiple tasks simultaneously with limited oversight
- Strong critical thinking, problem-solving, and decision-making skills
- Excellent written and verbal communication skills
- Reliability, integrity, and accountability in executing assigned tasks and projects
