Care Operations Associate (1099 Contract) at Mantra Health

Job description

Company Overview Mantra Health is an award-winning digital mental health provider on a mission to make evidence-based care more accessible to students. We partner with colleges and universities to offer comprehensive virtual mental health services, including therapy, psychiatry, 24/7 crisis care, emotional wellness coaching, and self-care content. Our technology solutions seamlessly integrate with campus health systems to enhance student well-being and improve graduation rates. Recognized as a leader in digital mental health, Mantra Health was named a Rising Star by the UCSF Digital Health Awards and won Juniper Research’s Gold Star for Best Digital Therapeutic Solution. Today, our programs support over 900,000 students across 125+ campuses, including Penn State, MIT, and Miami Dade College. We’ve raised over $34m from leading investors. We’re looking for ambitious, talented, action-oriented individuals to join us in shaping the future of student mental healthcare. About the Role We are seeking a Care Operations Contractor (1099) to ensure smooth and efficient student care journeys by providing support to students and our clinic providers on a project basis. This role requires a high attention to detail, strong understanding of healthcare operations, excellent communication skills, and a commitment to customer satisfaction. The contractor will be responsible for resolving inquiries, troubleshooting issues, and guiding stakeholders through various healthcare processes. What You’ll Do 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. Who You Are: 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. Ability to maintain confidentiality and adhere to all HIPAA guidelines. Proficiency in Zendesk, Slack, Google Workspace, and experience working within CRM and EHR systems preferred. Bilingual proficiency (English and Spanish) is a plus. Hiring for the Following Availability: Tuesday to Friday 9am-2pm; Saturday 9am to 6pm This is a 6-month contract (1099) position. Compensation & Benefits Compensation: $30/hour Mantra health is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Protect Your Information: Mantra Health has been made aware of fraudulent recruitment activities where individuals pose as our hiring team. Please note that all official communications will come from an @mantrahealth.com email address. Click here to learn more.

Requirements

Must-haves

Company Overview
We’ve raised over $34m from leading investors. We’re looking for ambitious, talented, action-oriented individuals to join us in shaping the future of student mental healthcare.
What You’ll Do
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.
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.
Ability to maintain confidentiality and adhere to all HIPAA guidelines.
Tuesday to Friday 9am-2pm; Saturday 9am to 6pm
This is a 6-month contract (1099) position.
Compensation & Benefits
Compensation: $30/hour

Nice-to-haves

High school diploma or equivalent; Associate's or Bachelor's degree in healthcare administration, business, or a related field preferred.
Proficiency in Zendesk, Slack, Google Workspace, and experience working within CRM and EHR systems preferred.
Bilingual proficiency (English and Spanish) is a plus.

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