Lead, Care Experience

Equip; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

Equip, a fully virtual eating disorder treatment program, is hiring a Lead, Care Experience to guide and support patients and families through the care journey. This role manages a team of Care Experience representatives and ensures personalized service aligns with Equip’s treatment model.

The Lead, Care Experience role blends hands-on patient support with leadership duties, driving excellence and proactive outreach across channels.

Qualifications

• Experience leading care or support teams in a health or patient-facing setting.
• Strong communication and interpersonal skills for patient and family interactions.
• Ability to manage SLAs, metrics, and team performance in a remote environment.

Responsibilities

• Lead and mentor a Care Experience team to deliver high-quality support.
• Guide patients and families through the care experience and service needs.
• Ensure SLAs and response rates are met via phone, email, and messaging.
• Balance hands-on patient support with coaching and process improvements.

Skills

Leadership

Customer service

Team management

Care coordination

Job description

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 Equipsters 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

A Lead, Care Experience at Equip serves as a critical care coordinator throughout the care experience, guiding and supporting each unique patient and family in their service needs, while also managing a team of Care Experience representatives. This leadership role serves as a “player coach” - reinforcing best practices and operations for their direct team and also supporting patients and families with their needs while part of the Equip program. Care Experience reps, build rapport and provide personalized customer service to ensure expectations are aligned to the Equip treatment model and needs are met based on each patient’s unique needs and motivations while ensuring that team channels SLAs and response rates are achieved. Reactive support and proactive outreach are conducted by phone, email and messaging. A Lead, Care Experience