Recovery Navigator

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 as a fully virtual company, Equip is built on the dedication of highly engaged, passionate, and diverse Equipsters who have shaped our unique culture. In recognition of this impact, Equip was honored in 2024 by Forbes as a Next Billion-Dollar Startup, LinkedIn as a Top Startup, TechCrunch as one of the 10 Most Exciting Digital Health Startups, Fast Company among the Most Innovative Companies, and Business Insider’s 44 Companies to Bet Your Career On. We are immensely grateful to our Equipsters for creating a sustainable company and treatment program that has served thousands of patients and families to date.

About the Role

The Recovery Navigator role at Equip acts as a concierge guiding and supporting our patients and families in their service needs throughout treatment. This role welcomes patients and families into our program, builds rapport, and provides care coordination and customer service to ensure needs are met. The Recovery Navigator acts as the liaison between patients and families and other Equip teams to provide a primary point of contact and an unparalleled experience for those in our care.

Responsibilities

• Welcome patients and families to Equip and guide them through their first 16-weeks of treatment
• Conduct proactive and reactive patient / family outreach to drive engagement and retention in care
• Identify gaps in treatment sessions and reach out to resolve issues leading to non-attendance
• Monitor patient / care team messages and address needs to improve the patient’s experience
• Respond to calls, messages, and texts to resolve patient and family needs or concerns efficiently and effectively 
• Act as a liaison between patients and Equip teams such as Health Records and Billing
• Communicate after care resources (i.e. outpatient therapy providers) to families and work with families to schedule appointments post-Equip
• Complete documentation in a timely and accurate manner
• Meet or exceed KPIs for assigned patients including: patient retention, patient satisfaction, issue resolution rate, time to resolution
• Adapt to organization and team needs as required

Qualifications

• Bachelor’s degree in health sciences, business administration, communications or relevant field required
• Minimum 2 years experience working in a customer / patient success or support role
• Ability to thrive in fast-paced environment and multi-task with strong attention to detail
• Ability to navigate ambiguity to find a resolution to patient and family needs
• Impeccable customer service, interpersonal, relationship-building, and listening skills 
• Demonstrate a high level of emotional intelligence
• Knowledge of HIPAA policies and procedures
• Proficiency with cloud-based communication and software (Slack, G-suite, Zoom & EMR)
• Schedule: Preference of 8a-5pm EST Hours.

Physical Demands

Work is performed 100% from home with no requirement to travel. This is a stationary position that requires the ability to operate standard office equipment and keyboards as well as to talk or hear by telephone. Sit or stand as needed.

Diversity, Equity, Inclusion, Belonging

At Equip, Diversity, Equity, Inclusion and Belonging (DEIB) are woven into everything we do. At the heart of Equip’s mission is a relentless dedication to making sure that everyone with an eating disorder has access to care that works regardless of race, gender, sexuality, ability, weight, socio-economic status, and any marginalized identity. We also strive toward our providers and corporate team reflecting that same dedication both in bringing in and retaining talented employees from all backgrounds and identities. We have an Equip DEIB council, Equip For All; also referred to as EFA. EFA at Equip aims to be a space driven by mutual respect, and thoughtful, effective communication strategy - enabling full participation of members who identify as marginalized or under-represented and allies, amplifying diverse voices, creating opportunities for advocacy and contributing to the advancement of diversity, equity, inclusion, and belonging at Equip. 

As an equal opportunity employer, we provide equal opportunity in all aspects of employment, including recruiting, hiring, compensation, training and promotion, termination, and any other terms and conditions of employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, familial status, age, disability, and/or any other legally protected classification protected by federal, state, or local law.