Care Operations Associate

🕒 il y a 29 jours

🇺🇸 États-Unis – Télétravail

💵 $45 000 - $48 000 / an

⏰ Temps Plein

🟢 Junior

🟡 Intermédiaire

⚙️ Opérations

🚫👨‍🎓 Aucun diplôme requis

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Mantra Health

Site WebLinkedInTous les Emplois

11 - 50 employés

Fondée en 2018

💼 Conseil

🛡️ Assurance

🏥 Santé

💰 €22 000 000 Series A en 2022-01

Consulting • Insurance • Healthcare

Mantra Health est une entreprise qui s'associe avec des établissements d'enseignement supérieur pour fournir des solutions complètes de santé mentale et de bien-être aux étudiants. Leur objectif est de favoriser la réussite des étudiants en améliorant l'accès aux soins cliniques, en gérant les crises, en promouvant le bien-être et en prévenant l'aggravation des problèmes de santé mentale. Mantra Health propose des services tels qu'un soutien disponible 24/7, du contenu de bien-être en auto-gestion, et des traitements fondés sur des preuves pour atteindre les populations étudiantes mal desservies. Leurs solutions ont démontré leur efficacité en aidant les étudiants à rester inscrits et à obtenir de meilleurs résultats en matière de santé mentale, ce qui en fait un partenaire précieux pour les universités souhaitant améliorer le bien-être des étudiants.

Description

• Serve as the primary point of contact for administrative care support inquiries via phone, email, and chat, providing accurate, policy-aligned responses and ensuring compliance with all privacy and documentation standards. • Assist students with navigating online portals, activating care, scheduling appointments, and supporting their continuity of care process. • Collaborate with clinical providers, technical support, partner success and other internal teams to resolve complex issues and ensure seamless patient care. • Document all interactions and resolutions thoroughly and accurately in the customer relationship management (CRM) system and electronic health record (EHR). • Identify and escalate urgent or sensitive issues to appropriate personnel for immediate resolution. • Contribute to the development and continuous improvement of care operations workflows, standard operating procedures (SOPs), and training resources. • Handle complaints and concerns with sensitivity and professionalism, striving for positive outcomes. • Participate in training sessions and team meetings to enhance knowledge and skills.

🎯 Exigences

• High school diploma or equivalent; Associate's or Bachelor's degree in healthcare administration, business, or a related field preferred. • 1-3 years of experience in a customer service role, preferably within a healthcare setting. • Strong understanding of healthcare operations, terminology, and common practices. • Strong problem-solving skills and precise attention to detail. • Excellent verbal and written communication skills with the ability to explain complex information clearly and concisely. Comfort on the phone as an external representative of Mantra. • Demonstrated experience with owning a process end-to-end, troubleshooting issues beyond simple scripted solutions, and proactively suggesting process improvements based on observed pain points. • Compassion, patience, and a genuine desire to help others. • Proven ability to work within operational metrics and has familiarity with KPIs in healthcare or operations settings. Ability to maintain confidentiality and adhere to all HIPAA guidelines. • Ability to work effectively in a fast-paced environment and manage multiple tasks simultaneously. • Metrics-driven mindset with demonstrated ability to meet or exceed operational KPIs while maintaining quality and accuracy standards. • Foster a collaborative team environment, particularly during high-pressure situations, by communicating complex information clearly and concisely, ensuring timely resolution and understanding across stakeholders. • Proficiency in Zendesk, Slack, Google Workspace, and experience working within CRM and EHR systems preferred. • Bilingual proficiency (English and Spanish) is a plus.

🏖️ Avantages

• Medical, vision, and dental coverage for employees, spouses, and dependents • 401(k) • Flexible work location • Generous PTO, sick days, jury duty days, and bereavement. Three week sabbatical and $3,000 stipend after five years of continuous full-time employment • Inclusive parental leave, equal for all parents • $1,000 new-parent mental wellness benefit • Commuter card, if you commute • Access to One Medical • Healthcare & Dependent Care FSA