Patient Services Representative (Pacific or Mountain Standard Time)

About Equip

Equip is the leading virtual, evidence-based eating disorder treatment program on a mission to ensure that everyone with an eating disorder can access treatment that works. Created by clinical experts in the field and people with lived experience, Equip builds upon evidence-based treatments to empower individuals to reach lasting recovery. All Equip patients receive a dedicated care team, including a therapist, dietitian, physician, and peer and family mentor. The company operates in all 50 states and is partnered with most major health insurance plans. Learn more about our strong outcomes and treatment approach at www.equip.health.

Founded in 2019 as a fully virtual company, Equip is built on the dedication of highly engaged, passionate, and diverse Equipsters who have shaped our unique culture. In recognition of this impact, Equip was honored in 2024 by Forbes as a Next Billion-Dollar Startup, LinkedIn as a Top Startup, TechCrunch as one of the 10 Most Exciting Digital Health Startups, Fast Company among the Most Innovative Companies, and Business Insider’s 44 Companies to Bet Your Career On. We are immensely grateful to our Equipsters for creating a sustainable company and treatment program that has served thousands of patients and families to date.

About the Role:

The Patient Services Representative will be responsible for managing inbound calls and responses to patient inquiries, provider information requests, triaging calls to appropriate departments, and scheduling patient appointments. The patient service representative will ensure route calls/inquiries and provide general information about Equip’s treatment program.

The Patient Services Representative will have strong organizational skills and multitasking abilities. The Patient Services Representative is also comfortable working in a fast-paced startup environment, solving problems independently, and comfortable with ambiguity as data systems and processes are still being shaped.

Time Zone: Pacific or Mountain

Responsibilities

Answer inquiry calls and provide live information to patients, families, and referents.
Respond to inquiries quickly and efficiently while routing inquiries to appropriate departments.

Collect patient information and input data points into various platforms and systems.
Schedule patient screening appointments, conducting reminder calls, and providing support to patients/families who request live contact.
Resolve patient requests in one call/contact or successfully manage prolonged or complex issues, with high attention to managing the customer experience and emotion.

Perform other duties as assigned.
Hours 8:00 – 5:00 pm Pacific or Mountain

Qualifications

2+ years of experience as a call center representative, customer service representative, and/or patient scheduling.

Experience with fast-paced, high volume inbound call management.
Strong skills in communication and collaboration with diverse teams.
Organized and results-driven.

Comfortable in a fast-paced environment, subject to rapid change and innovation.

Physical Demands

Work is performed 100% from home with no requirement to travel. This is a stationary position that requires the ability to operate standard office equipment and keyboards as well as to talk or hear by telephone. Sit or stand as needed.

$24 – $24 an hour

The pay range for this position in the US is $24 hourly. This role also has a bonus based on performance.

Equip offers a comprehensive benefit package, including medical, dental and vision insurance, 401k, paid time off, family and short-term disability leave.

Physical Demands

Work is performed 100% from home with no requirement to travel. This is a stationary position that requires the ability to operate standard office equipment and keyboards as well as to talk or hear by telephone. Sit or stand as needed.

Diversity, Equity, Inclusion, Belonging

At Equip, Diversity, Equity, Inclusion and Belonging (DEIB) are woven into everything we do. At the heart of Equip’s mission is a relentless dedication to making sure that everyone with an eating disorder has access to care that works regardless of race, gender, sexuality, ability, weight, socio-economic status, and any marginalized identity. We also strive toward our providers and corporate team reflecting that same dedication both in bringing in and retaining talented employees from all backgrounds and identities. We have an Equip DEIB council, Equip For All; also referred to as EFA. EFA at Equip aims to be a space driven by mutual respect, and thoughtful, effective communication strategy – enabling full participation of members who identify as marginalized or under-represented and allies, amplifying diverse voices, creating opportunities for advocacy and contributing to the advancement of diversity, equity, inclusion, and belonging at Equip.

As an equal opportunity employer, we provide equal opportunity in all aspects of employment, including recruiting, hiring, compensation, training and promotion, termination, and any other terms and conditions of employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, familial status, age, disability, and/or any other legally protected classification protected by federal, state, or local law.

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