Lead, Care Experience

Equip
United States
Workplace: RemoteFull timeUSD 81,000 - 85,000 annuallyFunction: Administration & Executive AssistanceExperience: 4+ yearsEducation: bachelorsSkills: ["Communication","Leadership","Mentorship","Customer service","Resilience","Ownership","Organization","Critical thinking","Integrity","Reliability"]

Lead the Care Experience team as a player-coach, ensuring patients and families receive cohesive, personalized virtual support throughout the treatment journey. Manage onboarding, training, and coaching for Care Experience reps while reinforcing alignment to the care model. Drive proactive and reactive phone, email, and messaging outreach to meet SLAs, resolve concerns, prevent low engagement, and support successful transitions at discharge. Monitor engagement and satisfaction using Equip’s data platform.

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FursaFursa
Equip
Equip
1 day ago

Lead, Care Experience

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Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live

Job Summary

Lead the Care Experience team as a player-coach, ensuring patients and families receive cohesive, personalized virtual support throughout the treatment journey. Manage onboarding, training, and coaching for Care Experience reps while reinforcing alignment to the care model. Drive proactive and reactive phone, email, and messaging outreach to meet SLAs, resolve concerns, prevent low engagement, and support successful transitions at discharge. Monitor engagement and satisfaction using Equip’s data platform.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Directly manage a team of Care Experience reps, providing onboarding, training, and coaching
  • •Drive proactive and reactive outreach to sustain patient engagement and retention, aligned to patient satisfaction
  • •Serve as escalation point and liaison between patients/families and other Equip teams to resolve needs efficiently
  • •Monitor engagement and satisfaction measures in Equip’s data platform to identify gaps and prevent treatment pauses or discharge
  • •Support strong discharge transition by providing after-care resources and coordinating follow-up appointments, while completing required documentation

Pay and Benefits

Salary: USD 81,000 - 85,000 annually
Perks:Health InsuranceDentalVisionLife Insurance401kPaid LeaveParental LeaveRemote WorkEmployee Assistance

Key Requirements

  • •Bachelor’s degree in health sciences, business administration, communications, or a relevant field
  • •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
  • •Proficiency using digital, cloud-based communication and software platforms (Slack, G-suite, Zoom, and electronic medical record systems)
Experience:4+ yearsHealthcareMental healthPatient supportHIPAA
Education:Bachelor's in health sciences, business administration, communications
Skills:CommunicationLeadershipMentorshipCustomer serviceResilienceOwnershipOrganizationCritical thinkingIntegrityReliability
Tech Stack:SlackG-suiteZoomElectronic medical record systemsHIPAA

Company Brief

Equip
Equip provides virtual, family-centered eating disorder treatment using five-person clinical teams (therapist, physician, dietitian, peer and family mentors) to deliver evidence-based care at home across the United States.
Industry: Mental Health
Company Size: Large (251 to 1,000 employees)
Revenue: USD 25M to 50M
Growth: Scaleup
Funding: Series D
Headquarters: San Diego, United States
Founded: 2019
Glassdoor
Glassdoor: 3.5
WebsiteLinkedInGlassdoor