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 Equisters 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

Equip is looking for a Scheduling Operations Specialist to support our patient and family scheduling needs. This individual is responsible for ensuring a consistent experience for patients and families as they onboard the platform and begin to access Equip’s specialized care team and resources. The Scheduling Operations Specialist serves as one of the introductory points of contact for each patient and family following admission; they help set expectations in alignment with Equip’s care model, schedule initial intake sessions with the multidisciplinary care team, and answer questions to ensure full understanding and engagement before families embark on the recovery journey. In addition, the Scheduling Operations Specialist supports care collaboration with external providers as needed.

Responsibilities

Respond in a timely and efficient manner to assigned onboarding tasks
During onboarding, support the transition of patients from admissions to treatment by scheduling initial intakes with providers, activating each patient or support’s Equip account, and ensuring a positive start to the treatment journey
Educate patients during onboarding on the Equip treatment model, virtual modality, and time commitment required for successful recovery in order to ensure strong patient/family expectations alignment
Update and manage provider schedules in line with workflows
Collaborate with provider leads to manage instances of provider out of office coverage
Follow established workflows to create a positive, consistent experience for patients / families when scheduling support is needed, as measured by scheduling satisfaction
Conduct proactive outreach to patients with appointment gaps (e.g., no shows / cancellations) in order to support strong intake attendance
Provide input on workflows to identify opportunities for improvements to improve patient satisfaction with scheduling
Complete required documentation within Equip’s digital systems in a timely and accurate manner
Adapt to organizational and/or team needs as required

Desired Behaviors and Skills

Team Player: Understands how to effectively keep others informed to reduce friction and accomplish tasks effectively
Intellectual Curiosity: Demonstrates eagerness to learn and understand; comfortable with ambiguity and easily adapts to changes in direction or initiatives
Flexibility and Resilience: Adaptable in a dynamic, innovative, and fast-paced environment
Ownership and Accountability: Consistently accountable to accomplish day-to-day tasks as assigned.
Passion for Customer Service: Passion for mental health, expanding access to eating disorder treatment, and committed to delivering excellent customer care; customer-first approach
Communication: Strong communication and collaboration skills, as demonstrated by effective written and verbal communication and cross-functional relationship management
Reliability: Dependable and can be counted on to deliver on all assigned tasks with limited oversight
Integrity: Honest, ethical, and respectful in all conversations and interactions with team members and customers
Results-Oriented: Committed to delivering strong results; open to coaching and constructive feedback when necessary to learn how to more effectively prioritize and achieve individual and team goals
Organization and Time Management: Strong organizational abilities, including managing assigned tasks, setting priorities, and meeting deadlines
Critical Thinking: Demonstrates ability to question and assess the situation, to recognize ambiguity, to reflect and make informed judgments and decisions with the support of their Manager when needed

Qualifications

Bachelor’s degree in health sciences, business administration, communications or relevant field required

Minimum of 2 years experience working in a customer/patient success or support role 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)

Benefits

Time Off:

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

Medical Benefits:

Competitive Medical, Dental, Vision, Life, and AD&D insurance.
Equip pays for a significant percentage of benefits premiums for individuals and families.
Maven, a company paid reproductive and family care benefit for all employees.
Employee Assistance Program (EAP), a company paid resource for mental health, legal services, financial support, and more!

Other Benefits

Work From Home Additional Perks:

$50/month stipend added directly to an employee’s paycheck to cover home internet expenses.
One-time work from home stipend of up to $500.

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.

Compensation Range: $56K - $67K

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Scheduling Operations Specialist