[Remote] Care Experience Associate

Note: The job is a remote job and is open to candidates in USA. 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. The Care Experience Associate will support patient and family engagement, ensuring a consistent experience as they onboard and access Equip’s specialized care resources throughout their recovery journey. Responsibilities Respond in a timely and efficient manner to assigned tasks Provide exceptional patient care via telephone, written communication and other technology 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 or providers to effectively identify needs, create connections with cross-functional teams and achieve timely resolution Manage in-bound phone calls from patients and caregivers, addressing their needs in real time when possible or routing requests internally for timely resolution Ensure patient satisfaction by providing quality service, identifying patient needs and assisting them with issues/concerns Meet and support established service goals and business objectives by meeting and exceeding performance standards Adapt communication style to persons representing diverse personal, professional, cultural, and socioeconomic backgrounds Complete required documentation within Equip’s digital systems in a timely and accurate manner Perform other duties as assigned Skills 1+ year(s) professional customer service experience in a call center, medical office/clinic or other health care delivery setting; background in healthcare coordination, case management support, or behavioral health strongly preferred Team Player: Understands how to work productively and collaboratively with fellow team members to complete assigned tasks 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. Able to navigate multiple technology systems and tools at one time 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 Communication: Effective communicator in both written and verbal communications Reliability: Dependable and can be counted on to deliver on all assigned tasks, with support as needed from manager to prioritize and answer questions 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 ability to review daily assigned tasks, assess time and support needed to accomplish tasks, and meet deadlines Benefits Offers Bonus Company Overview Equip gives families lasting recovery from eating disorders through dedicated virtual care teams and gold-standard treatment delivered at home. It was founded in 2019, and is headquartered in San Diego, California, USA, with a workforce of 501-1000 employees. Its website is Company H1B Sponsorship Equip has a track record of offering H1B sponsorships, with 4 in 2025, 2 in 2024, 2 in 2023, 7 in 2022, 1 in 2021. Please note that this does not guarantee sponsorship for this specific role.