Lead Care Experience

Leading a dedicated team of Care Experience representatives, the full-time Lead, Care Experience will manage patient support and service coordination, ensuring alignment with Equip's treatment model while providing coaching and mentorship to team members in a fully remote environment. Key responsibilities Manage and train a team of Care Experience representatives, ensuring they meet performance goals and provide exceptional patient support Conduct proactive and reactive outreach to enhance patient engagement and satisfaction, addressing any barriers to care Act as a liaison between patients, families, and Equip's care team to ensure a cohesive and supportive service experience Required qualifications Bachelor's degree in health sciences, business administration, communications, or a relevant field 4+ years of experience in a customer/patient success or support role Previous direct people management or mentoring experience preferred Knowledge of HIPAA policies and procedures Proficiency with digital, cloud-based communication and software platforms (e.g., Slack, G-suite, Zoom)