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 Lead 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, and will directly manage a team of Scheduling Operations Specialists. Scheduling Operations Specialists serve 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.
As a Lead, this individual will be expected to contribute to setting the goals and scope of work for the team in partnership with the department manager. This individual will operate at an advanced level and be responsible for the growth and development of assigned direct reports, and also support training and mentorship for more junior members of the overall team.
Responsibilities
Serve as a leader within the Scheduling Operations department, directly managing a team of Scheduling Operations Specialists and providing onboarding, training and coaching to help the team achieve its goals
Support internal department and cross-functional project opportunities as assigned, in order to improve the operations and efficiency of the scheduling function
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
Support other specialized onboarding duties as assigned, including but not limited to provider care team assignments for patients and families
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: Exceptional communicator who understands how to effectively keep others informed to reduce friction and accomplish tasks effectively, including the ability to recognize when cross-functional partners need to be consulted to achieve success. Possesses a leadership and mentorship orientation and consistently provides training, guidance, and shares best practices in support of the broader team.
Intellectual Curiosity: Demonstrates eagerness to learn and understand. Proactively identifies and corrects issues within the team while ensuring they are not repeated, and contributes to improved training and documentation to capture learnings. Comfortable with ambiguity and easily adapts to changes in direction or intiaitives. Asks thoughtful and useful questions. Instills intellectual curiosity in others.
Flexibility and Resilience: Demonstrates resourcefulness in times of change and uncertainty, leaning on peers, cross-functional partners, and Manager to successfully support transitions within the team. Highly adaptable and acts as a leader for the broader team to set tone and support strong team culture.
Ownership & Accountability: High drive for execution and consistently holds themselves and others, including direct reports, accountable to meet deadlines.
Passion for Customer Service: Passion for mental health, expanding access to eating disorder treatment, and committed to delivering excellent customer care. Creative and solution-oriented when facing any customer service challenge, and perceived as a role model for customer care across the team.
Communication Skills: Excellent communication and collaboration skills, as demonstrated by effective written and verbal communication and cross-functional relationship building. Can effectively lead meetings and presentations to a broad audience and demonstrates visible presence as an active, engaged team member on functional projects or initiatives. Excellent at navigating difficult conversations and delivering feedback.
Reliability: Consistently dependable and can be counted on to deliver on all assigned tasks, functional projects and initiatives independently. Proactively flags when they need support or guidance to prioritize and deliver results. Can be trusted to execute department-level special projects or specialized workflows as assigned by Manager.
Integrity: Consistently honest, ethical, and respectful in all conversations and interactions with team members and customers. Holds themselves and others responsible for their actions. Leads by example for the broader team. Considers the impact of their decisions on others and the company's values.
Results-Oriented: Consistently delivers strong results. Knows what they need to do to achieve their goals and does not get distracted by other things. Facilitates mentorship, coaching and training of other team members to help them effectively achieve goals.
Coaching and Mentorship: Provides guidance, mentoring, and professional development support to direct reports and other team members. Can temporarily support broader team when Manager is out of office.
Organization and Time Management: Exceptional organizational abilities, with proven capacity to juggle multiple tasks and projects simultaneously with limited oversight from Manager. Demonstrates a consistent bias for action; makes prompt decisions and proactively identifies resources and support as needed to resolve issues indepently and keep projects moving forward.
Critical Thinking: Demonstrates ability to question and assess the situation, to recognize ambiguity, to reflect and make informed judgments and decisions with minimal guidance from Manager. Makes connections between logical ideas to see the bigger picture, and understands when other cross-functional teams may need to be included. Is intuitive and exploratory when considering the needs of a customer or a fellow team member. Demonstrates ability to make thoughtful recommendations around process improvement and present a well-formed solution to benefit the broader team.
Comfort with Technology: Is very comfortable using the tools and resources provided to effectively accomplish assigned tasks. Can easily shift between online systems, email, phone, and other digital resources to effectively perform tasks as assigned. Adaptable and easily learns new tools, and can deliver training and guidance to other team members. Proactively identifies opportunities for technical process improvement and raises these ideas to their Manager.
Qualifications
4+ years experience working in a customer/patient success or support role
Previous direct people management or mentoring experience preferred
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:
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:
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 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.
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.
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.
