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Lead, Care Experience

Equip Health· Care Operations
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Remote$81k - $85kFull-timePosted 3w ago

About the role

Lead, Care Experience at Equip coordinates and leads the Care Experience team to support patients and families, ensuring alignment with Equip’s treatment model, driving engagement and retention, and acting as a liaison across care teams.

Responsibilities

  • Serve as a leader within the Care Experience department, directly managing a team of Care Experience reps 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 team and support patient retention and satisfaction
  • Reinforce patient and family alignment to Equip’s treatment model and virtual support following onboarding
  • Conduct proactive and reactive outreach to drive sustained engagement and retention in care, with a focus on patient satisfaction
  • Identify gaps in treatment support and reach out to address barriers to care
  • Monitor leading measures of engagement and satisfaction within Equip’s data platform to inform proactive outreach and prevent low engagement, treatment pauses due to dissatisfaction, and/or discharge
  • Respond to calls, messages, and texts to resolve patient and family needs or concerns efficiently and effectively as well as act as escalation point
  • Monitor patients who pause treatment and develop action plan to ensure ongoing outreach and successful re-engagement whenever possible
  • Act as a liaison between patients and other Equip teams
  • Support a strong transition experience at discharge, providing after care resources (including outpatient therapy providers) and work with families to schedule appointments as needed following Equip
  • Complete required documentation within Equip’s digital systems in a timely and accurate manner
  • Provide onboarding and training support as well as ongoing coaching to other team members
  • Adapt to organizational and/or team needs as required

Qualifications

  • Bachelor’s degree in health sciences, business administration, communications or relevant field required
  • 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)

Skills

Required:Team leadershippatient engagement and retentionCommunicationData-driven decision makingCare coordination

Benefits

  • Competitive Medical, Dental, Vision, Life, and AD&D insurance
  • Equip pays for a significant percentage of benefits premiums for individuals and families
  • Spring Health, a 100% employer-paid mental health benefit through Guardian
  • You can receive 5 free therapy sessions and 5 free coaching sessions per year for you and each of your dependents
  • Employee Assistance Program (EAP), a company paid resource for mental health, legal services, financial support, and more
  • HealthJoy, a 100% employer-paid platform connecting you to a healthcare concierge who can help you navigate your benefits
  • 401K Option
Last updated Oct 1, 2026. Interested? Apply on the company site.

About Equip Health

Virtual, evidence-based care designed to achieve full recovery.

Virtual, evidence-based eating disorder treatment for all diagnoses.

eating disordervirtual carefamily-based treatmentmental healthresearch
Company profileWebsite

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