Service Recovery Navigator

Remote Position

Clinical Operations

Full Time

Equip is a virtual program helping families recover from eating disorders at home with comprehensive, gold-standard care created by experts in the field and people in recovery. Equip’s five-person care teams include dietitians, physicians, therapists, and mentors who deliver wrap-around support to provide families healing and lasting recovery.

We created Equip to increase access to evidence-based treatment for all people affected by eating disorders. In line with this mission, we are committed to partnering closely with insurance companies and ensuring our team, patients, treatment, and brand reflect the diversity of those affected by eating disorders.

About the role:

As one of Equip’s Service Recovery Navigators, you will collaborate with multidisciplinary teams to coordinate seamless resolution of patient and family concerns, complaints, and grievances. You will provide resources and information to ensure patients/families can make informed decisions about treatment. You will serve as a communication coordinator between patients/families and the treatment team, particularly in escalated or delicate situations. You will work directly with the Manager of Service Recovery to share your perspective and bring to life new ways to improve the overall experience for Equip families. The best candidate for this position will have experience in healthcare and/or customer service, enjoys service-oriented work, and has a passion for improving the mental health treatment landscape. You will have experience in escalating, mitigating, and managing complaints/grievances and you will be competent in understanding patient’s rights and responsibilities. Above all, you are someone who is motivated by the ultimate goal of expanding access to high quality, evidence-based treatments for eating disorders so that everyone can achieve lasting recovery.

Responsibilities

Responsible for investigation, documentation, and reporting of patient and family feedback to appropriate parties

Understands the challenges of team members in all areas related to patient experience and provides targeted coaching as needed

Mediates between physicians, patients and family members to maintain a high level of communication to assure patient and family satisfaction

Prepares formal correspondence as a follow up to patient complaints and grievances and completes them in a timely manner

Requirements

Strong communication skills and experience in healthcare setting

Bachelor’s degree in healthcare administration, human services, or other related area

Significant experience in service recovery/resolution Understanding of patient rights/responsibilities, healthcare literacy, and conflict resolution

Good critical thinking and problem solving skills

Two years of customer service or patient facing role, or similar experience

Benefits

Competitive salaries and bonuses, remote work, generous paid time-off, paid holidays, health benefits, career development opportunities, and exciting team retreats are among the myriad benefits you'll experience while working at Equip.

Equip is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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