Care Operations Associate (1099 Contract)

mantrahealth; United States; Remote; USD 36,000 - 47,000; Part time

Job summary

Mantra Health is seeking a Care Operations Contractor (1099) in the United States to support students and clinic providers on a project basis. The role requires strong healthcare operations knowledge, excellent communication, and meticulous attention to detail.

You will resolve inquiries, guide stakeholders through processes, and document outcomes in CRM and EHR while ensuring HIPAA compliance and privacy standards.

Qualifications

• High school diploma or equivalent; additional degree preferred.
• 1–3 years of experience in customer service, preferably healthcare.
• Strong understanding of healthcare operations and terminology.
• Excellent verbal and written communication; comfortable representing Mantra externally.
• Ability to own end-to-end processes and suggest improvements.
• Compassion, patience, and a drive to help others.
• Ability to maintain confidentiality and HIPAA compliance.
• Experience with Zendesk, Slack, Google Workspace; CRM/EHR familiarity.
• Bilingual English/Spanish is a plus.

Responsibilities

• Serve as the primary contact for admin care support inquiries via phone, email, and chat.
• Assist students with navigating online portals, activating care, scheduling appointments, and continuity of care.
• Collaborate with clinical providers, technical support, partner success and internal teams to resolve issues.
• Document interactions and resolutions in CRM and EHR.
• Identify and escalate urgent or sensitive issues.
• Contribute to care operations workflows, SOPs, and training resources.
• Handle complaints with sensitivity and professionalism.
• Participate in training sessions and team meetings.

Skills

Customer service

Healthcare operations

HIPAA compliance

Communication

Education

High school diploma

Associate/Bachelor in healthcare or related

Tools

Zendesk

Slack

Google Workspace

CRM

EHR

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 escalated 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:

Tuesdays to Fridays 9am-2pm; Saturdays 9am-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.