Lead Care Experience

Job Summary

Leading a dedicated team of Care Experience representatives, the full-time Lead, Care Experience will manage patient support and service coordination, ensuring alignment with Equip's treatment model while providing coaching and mentorship to team members in a fully remote environment.

Key responsibilities

• Manage and train a team of Care Experience representatives, ensuring they meet performance goals and provide exceptional patient support
• Conduct proactive and reactive outreach to enhance patient engagement and satisfaction, addressing any barriers to care
• Act as a liaison between patients, families, and Equip's care team to ensure a cohesive and supportive service experience

Required qualifications

• Bachelor's degree in health sciences, business administration, communications, or a relevant field
• 4+ years of experience in a customer/patient success or support role
• Previous direct people management or mentoring experience preferred
• Knowledge of HIPAA policies and procedures
• Proficiency with digital, cloud-based communication and software platforms (e.g., Slack, G-suite, Zoom)