Care Operations Associate

Company Overview

Mantra Health is a recognized leader in digital mental health care dedicated to making evidence-based support accessible for students. We offer a wide range of services including self-guided wellness programs, peer support, coaching, therapy, psychiatry, 24/7 crisis intervention, intensive outpatient programs, and persistence intelligence technology. Serving over 1.3 million students across more than 150 colleges and universities, Mantra Health utilizes predictive analytics to identify at-risk students and provide comprehensive care from admission through graduation.

About the Role

We are looking for a Care Operations Associate to facilitate smooth student care experiences by offering exceptional support to students and clinic providers. This role demands meticulous attention, understanding of healthcare operations, excellent communication, and dedication to customer satisfaction.

Key Responsibilities

• Act as the main contact for administrative care support through phone, email, and chat, delivering accurate, policy-aligned information while adhering to privacy and documentation standards.
• Help students navigate online portals, initiate care services, schedule appointments, and support ongoing care continuity.
• Work alongside clinical staff, technical teams, partner success, and other internal groups to resolve complex issues and maintain seamless care delivery.
• Maintain detailed and accurate records of all interactions using CRM and electronic health record (EHR) systems.
• Recognize and escalate urgent or sensitive matters promptly to the right personnel.
• Contribute towards refining care operations procedures, SOPs, and training materials.
• Address complaints professionally and empathetically aiming for positive resolutions.
• Participate actively in training and team meetings to improve skills and knowledge.

Qualifications and Skills

• Minimum of high school diploma; Associate's or Bachelor's degree in healthcare administration, business, or related field preferred.
• 1-3 years of customer service experience, ideally in healthcare.
• Good understanding of healthcare terminology, operations, and practices.
• Strong problem-solving abilities and great attention to detail.
• Excellent verbal and written communication skills to clearly convey complex information.
• Experience managing end-to-end processes, troubleshooting beyond scripted solutions, and suggesting operational improvements.
• Traits of compassion, patience, and genuine desire to assist others.
• Familiarity with operational metrics and KPIs in healthcare or related settings, with strict adherence to confidentiality and HIPAA compliance.
• Ability to perform efficiently in a fast-paced, multitasking environment.
• Team player attitude with effective communication during high-pressure situations to ensure clear understanding among stakeholders.
• Proficiency with Zendesk, Slack, Google Workspace, CRM and EHR systems is preferred.
• Bilingual skills in English and Spanish are advantageous.

Work Schedule

• Available shifts include Monday to Friday from 9am to 6pm or 11am to 8pm Eastern Time
• Saturday to Wednesday from 11am to 8pm Eastern Time
• Thursday to Monday from 8:30am to 5:30pm Eastern Time

Why Join Mantra Health?

• Opportunity to work with a passionate, innovative team dedicated to improving student mental health experiences.
• Room for career advancement through mentorship, cross-functional projects, and skill growth.
• Competitive compensation package including health benefits, paid time off, equity, and more.

Compensation & Benefits

• Annual salary range: $45,000 to $48,000
• Comprehensive medical, dental, and vision coverage for employees and dependents
• 401(k) retirement savings plan
• Flexible work location arrangements
• Generous paid time off including sick, jury duty, bereavement, and sabbatical benefits
• Inclusive parental leave policies
• New-parent mental wellness benefit
• Commuter benefits
• One Medical membership access
• Healthcare and dependent care flexible spending accounts

Equal Opportunity Employer Statement

Mantra Health promotes inclusivity and equal opportunity regardless of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.

Important Notice

Be aware of fraudulent recruitment communications; all official messages come from a @mantrahealth.com email address.