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
The Manager, Financial Counseling will be responsible for leading, supporting, improving, and scaling the Financial Counseling department at Equip. This role will provide critical oversight of the team that manages inquiries from patients and families about bills, EOBs, out-of-pocket responsibility, payment plan options, and more - with a focus on supporting Equip’s patients and families to stay in active treatment and removing any financial barriers to ongoing care. The Manager, Financial Counseling should have extensive health care experience required specifically in the revenue cycle management function, billing, claims, benefits verification, and patient customer service.
Responsibilities
Team Leadership: Hire, train, and mentor a team of financial counselors, with capacity to hire and onboard new counselors as the team scales in the future.
Financial Counseling Guidance: Provide expert guidance and hands-on support to patients regarding their financial obligations, including insurance, billing, and financial assistance programs; Address and manage escalations from the front-line team members to resolve any friction in the patient care experience to prevent dissatisfaction and discharge due to financial concerns.
Compliance and Regulations: Ensure compliance with relevant healthcare regulations and policies.
Data Management, Reporting and Auditing: Track and analyze data related to patient financial inquiries, time to resolution, financial pauses and pause return rates. Conduct weekly audit and evaluation of department OKRs/KPIs to ensure that patients and families are supported to stay in and re-engage in active treatment.
Collaboration: Effectively partner with cross-functional departments and teams including Admissions, Billing, Care Experience and Care Delivery to ensure seamless patient care and prompt issue resolution while proactively identifying and flagging cross-functional issues to address and solve.
Process Improvement: Recommend and establish systems and processes which result in improved patient satisfaction and retention, including partnering with cross-functional teams (Marketing, Product) to pilot and test new methods for financial education and engagement with families.
Perform all other duties as assigned.
Qualifications
5+ years experience working in a health care customer/patient success, billing or revenue cycle function.
3+ years people management experience with demonstrated experience setting team metrics and holding team members accountable to clearly defined goals and expectations.
Expertise in healthcare billing, insurance, and financial assistance programs with an extensive knowledge of third party payer reimbursement systems, rules and regulations.
Strong data analysis skills with knowledge of Excel and/or Google Sheets.
Demonstrated ability to maintain confidentiality.
Enthusiastic, strong team player.
Strong written and verbal communication skills, including the ability to explain complex financial concepts clearly to patients.
Comfort with virtual communication platforms, electronic health records, and other technology used in a virtual care setting.
Strong customer service orientation with a demonstrated ability to connect with patients and build rapport, especially in a virtual setting.
Strong problem solving skills including an ability to identify and resolve patient financial issues and challenges in a timely fashion.
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.
