Care Operations Associate, Mantra Health
$45-48k
+ Equity
Digital mental healthcare clinic for students
Job no longer available
Digital mental healthcare clinic for students
101-200 employees
Job no longer available
$45-48k
+ Equity
101-200 employees
Company mission
To improve young peoples' mental healthcare access through clinical services, software, and design.
Role
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
- Proven ability to work within operational metrics and has familiarity with KPIs in healthcare or operations settings. Ability to maintain confidentiality and adhere to all HIPAA guidelines
- Ability to work effectively in a fast-paced environment and manage multiple tasks simultaneously
- Metrics-driven mindset with demonstrated ability to meet or exceed operational KPIs while maintaining quality and accuracy standards
- Foster a collaborative team environment, particularly during high-pressure situations, by communicating complex information clearly and concisely, ensuring timely resolution and understanding across stakeholders
- Proficiency in Zendesk, Slack, Google Workspace, and experience working within CRM and EHR systems preferred
- Bilingual proficiency (English and Spanish) is a plus
What the job involves
- We are seeking a Care Operations Associate to play a critical role in ensuring smooth and efficient student care journeys by providing exceptional support to students and our clinic providers as we grow. This role requires a high attention to detail, strong understanding of healthcare operations, excellent communication skills, and a commitment to customer satisfaction. The associate will be responsible for resolving inquiries, troubleshooting issues, and guiding stakeholders through various healthcare processes
- 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
Our take
The United States is in the midst of a pressing mental health crisis, affecting a vast number of college students nationwide. The repercussions of students not receiving the necessary support are dire, often resulting in academic dropouts or even severe crises.
Mantra Health has stepped in to provide a digital mental health counseling platform aimed at college and university students in the US. It operates as a kind of bridge between college counseling services and mental health professionals. Acting as a supplement for counseling offices rather than a replacement, it has helped gain customers from a whole host of reputable universities including Penn State and MIT.
With 2023's fresh injection of funding, Mantra Health is expanding its workforce and forging partnerships with more insurance providers. These strategic moves aim to alleviate the financial burden currently shouldered by universities and further enhance the accessibility of mental health support for students
Steph
Company Specialist at Welcome to the Jungle
Insights
31% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Mar 2023
$5m
SERIES A
Jan 2022
$22m
SERIES A
Total funding: $35.4m
Company benefits
- Equity
- Medical, vision, and dental coverage for employees, spouses, and dependents
- 401k
- Flexible work location (work from the Bahamas for a few weeks? Cool by us)
- Unlimited PTO
- Inclusive parental leave, equal for all parents
- $1,000 new-parent mental wellness benefit
- Commuter card, if you commute
- Access to One Medical
- Healthcare & Dependent Care FSA
- Free access to remote & in-person wellness classes via our co-working space
Company HQ
Rose Hill, New York, NY
Leadership
Ed Gaussen
(Co-Founder & President)Prior to co-founding Mantra Health, was Chief Growth Officer at Tinder, Board Observer at democratized cryptocurrency brokerage Safello, as well as an Analyst and Associate at VC White Star Capital.
Ravi N. Shah, MD, MBA
(Co-Founder & Medical Advisor)Chief Innovation Officer, Department of Psychiatry, at Columbia University Irving Medical Center. Clinical Advisor at online alcoholism treatment platform Tempest, and mental healthtech startup Two Chairs.
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