Scheduling Operations Specialist

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.

Compensation

$56K – $67K

Offers Bonus

Key skills/competency

• Scheduling
• Patient Onboarding
• Provider Management
• Customer Service
• HIPAA Compliance
• Electronic Medical Records (EMR)
• G-Suite
• Cross-functional Communication
• Time Management
• Workflow Optimization