Virtual Care Experience Lead — Patient & Team Coach

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

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.