Patient Services Representative I

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, Equip has been a fully virtual company since its inception and is proud of the highly-engaged, passionate, and diverse Equisters that have created Equip’s culture.  Recognized by Time as one of the most influential companies of 2023, along with awards from Linkedin and Lattice, we are grateful to Equipsters for building a sustainable treatment program that has served thousands of patients and families.

About the role:

The Patient Services Representative I is responsible for managing inbound patient inquiries via phone call, email, or other forms of communication. The PSR I will also provide program information, discuss insurance and finances, and hand off interested families to the Specialist. In addition, the PSR I will document calls in a CRM. The right person will have strong organizational skills, multitasking abilities, and sales skills. The ideal candidate 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.

• Answer inquiry calls, emails, web forms, etc., and provide live information to patients, families, and referrents. 
• 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, conduct reminder calls, and provide 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.
• Encourage interested families/patients to move forward with the admissions process.
• Perform other duties as assigned.

• 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.

• Hours are 8:00am - 5:00pm MST or CST.

• Experience in healthcare and/or front desk management or health unit coordination 
• Experience working in a remote environment
• Previous experience working in a health-tech startup
• Passion for mental health and eating disorder treatment and expanding access to treatment

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.

At Equip, diversity, equity, inclusion and belonging 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. 

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.