Care Operations Associate

Care Operations Associate

Remote

We are seeking a Care Operations Associate to play a critical role in ensuring smooth and efficient student care journeys by providing exceptional support to students and our clinic providers as we grow. This role requires a high attention to detail, strong understanding of healthcare operations, excellent communication skills, and a commitment to customer satisfaction. The associate will be responsible for resolving inquiries, troubleshooting issues, and guiding stakeholders through various healthcare processes.

What You’ll Do

• 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.

Who You Are:

• 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.

Hiring for the Following Shifts:

• Monday to Friday 9am to 6pm Eastern
• Monday to Friday 11am to 8pm Eastern
• Saturday to Wednesday 11am to 8pm Eastern
• Thursday to Monday 8:30am to 5:30pm Eastern

Why Choose Mantra

• A chance to collaborate with a passionate, dedicated, and innovative team focused on elevating the student experience through mental healthcare.
• Opportunities for professional growth through mentorship, cross-functional collaboration and skill development.
• Competitive salary and benefits, including PTO, equity, health insurance, etc.

Compensation & Benefits

Compensation: $45,000-$48,000 / year

At Mantra, our distributed team is our secret sauce that allows us to support our mission everyday. We're collaborative, empathetic, and curious. We take time to celebrate our wins and learn from our mistakes. Each full-time employee at Mantra enjoys:

• 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