About the Role

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

Saturday to Wednesday 9am to 6pm 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

Care Operations Associate