Care Operations Associate

Mantra HealthDigital Mental Health

Remote, EasternFull-TimeMiddle

Salary45,000 - 48,000 USD per year

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Job Details

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.
Demonstrated experience with owning a process end-to-end and troubleshooting.
Proven ability to work within operational metrics and familiarity with KPIs.
Ability to maintain confidentiality and adhere to all HIPAA guidelines.
Ability to work effectively in a fast-paced environment and manage multiple tasks.
Proficiency in Zendesk, Slack, Google Workspace, and experience working within CRM and EHR systems preferred.
Bilingual proficiency (English and Spanish) is a plus.

Serve as the primary point of contact for administrative care support inquiries via phone, email, and chat.
Assist students with navigating online portals, activating care, scheduling appointments, and supporting continuity of care.
Collaborate with clinical providers, technical support, and internal teams to resolve complex issues.
Document all interactions and resolutions accurately in the CRM and EHR systems.
Identify and escalate urgent or sensitive issues for immediate resolution.
Contribute to the development and continuous improvement of care operations workflows and SOPs.
Handle complaints and concerns with sensitivity and professionalism.

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