Role Overview

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.

Requirements

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.

Benefits

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

Mantra Health

Open Positions (1)

Operations

Care Operations Associate