Lead, Care Experience at Equip

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 managing a team of Care Experience representatives. This leadership role acts as a “player coach,” reinforcing best practices and operations for their direct team and supporting patients and families with their needs.

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 to improve operations, efficiency, and 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 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, and/or discharge.
• Respond to calls, messages, and texts to resolve patient and family needs or concerns efficiently and effectively, acting as an escalation point.
• Monitor patients who pause treatment and develop action plans to ensure ongoing outreach and successful re-engagement.
• Act as a liaison between patients and other Equip teams.
• Support a strong transition experience at discharge, providing aftercare resources and scheduling appointments as needed.

• 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 and accomplish tasks, including mentorship and sharing best practices.
• Intellectual Curiosity: Proactively identifies and corrects issues, contributes to improved training and documentation, and adapts to changes.
• Flexibility and Resilience: Demonstrates resourcefulness and adaptability, acting as a leader to support team culture.
• Ownership & Accountability: High drive for execution and accountability for meeting deadlines.
• Passion for Customer Service: Committed to delivering excellent customer care and expanding access to eating disorder treatment.
• Communication Skills: Excellent written and verbal communication, cross-functional relationship building, and navigating difficult conversations.
• Reliability: Consistently dependable and capable of delivering on tasks independently.
• Integrity: Honest, ethical, and respectful in all interactions, leading by example.
• Results-Oriented: Consistently delivers strong results and facilitates mentorship and coaching for team members.
• Coaching and Mentorship: Provides guidance, mentoring, and professional development support.
• Organization and Time Management: Exceptional organizational abilities and proven capacity to juggle multiple tasks.
• Critical Thinking: Demonstrates ability to question, assess situations, and make informed judgments.
• Comfort with Technology: Proficient with digital tools and resources, adaptable, and comfortable learning new tools.

Qualifications

• A Bachelor’s degree in health sciences, business administration, communications, or relevant field is required.
• 4+ years of experience working in a customer/patient success or support role.
• Previous direct people management or mentoring experience is 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).