Admissions Inquiry Representative

About the company

The company 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, the company builds upon evidence-based treatments to empower individuals to reach lasting recovery. All the company 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 [link for members] and treatment approach at [link for members] [link for members]

Founded in 2019, the company has been a fully virtual company since its inception and is proud of the highly-engaged, passionate, and diverse Equipsters that have created the company’s culture.  Recognized by Time [link for members] as one of the most influential companies of 2023, along with awards from Linkedin [link for members] and Lattice [link for members] we are grateful to Equipsters for building a sustainable treatment program that has served thousands of patients and families.

About the role

The Admissions Inquiry Representative I (AIR I) is responsible for managing inbound patient inquiries via phone call, email, or other forms of communication. The AIR I will also provide program information, discuss insurance and finances, and hand off interested families to the Specialist. In addition, the AIR I will document calls.

The right person will have strong organizational skills, multitasking abilities, and customer service and sales skills. The ideal candidate is also comfortable working in a fast-paced startup environment, solving problems independently, and comfortable with ambiguity as data systems and processes are still being shaped.

Responsibilities

• Answer inquiry calls, emails, web forms, etc., and provide live information to patients, families, and referrents.

• Respond to inquiries quickly and efficiently while routing inquiries to appropriate departments.

• Collect patient information and input data points into various platforms and systems.

• Schedule patient screening appointments, conduct reminder calls, and provide support to patients/families who request live contact.

• Resolve patient requests in one call/contact or successfully manage prolonged or complex issues, with high attention to managing the customer experience and emotion.

• Overcome initial barriers and encourage interested families/patients to move forward with the admissions process.

• Perform other duties as assigned.

Qualifications

• Employment Type: Part-time (20 hours per week)

• Fixed Working Hours: Monday through Friday, 4:00 PM – 8:00 PM EST (must be available during these exact hours to support coverage)

• 2+ years of experience as a call center representative, customer service. representative, and/or patient scheduling.

• Experience with fast-paced, high volume inbound call management.

• Strong skills in communication and collaboration with diverse teams.

• Organized and results-driven.

• Comfortable in a fast-paced environment, subject to rapid change and innovation.

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.

At the company, Diversity, Equity, Inclusion and Belonging (DEIB) are woven into everything we do. At the heart of the company’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 the company DEIB council, the company For All; also referred to as EFA. EFA at the company 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 the company.

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, weight, and/or any other legally protected classification protected by federal, state, or local law.

Our dedication to equitable access, which is core to our mission, extends to how we build our "village." In line with our commitment to Diversity, Equity, Inclusion, and Belonging (DEIB), we are dedicated to an accessible hiring process where all candidates feel a true sense of belonging. If you require a reasonable accommodation to complete your application, interview, or perform the essential functions of a role, we invite you to reach out to our People team at [link for members]

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