Care Operations Associate

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