Healthcare Operations Support Specialist

About Mantra Health

Mantra Health is a leading digital mental health provider dedicated to making evidence-based care accessible to students. We partner with colleges and universities to offer comprehensive virtual mental health services, including therapy, psychiatry, 24/7 crisis care, emotional wellness coaching, and self-care content. Our technology solutions are designed to seamlessly integrate with campus health systems, enhancing student well-being and improving graduation rates. With over 900,000 students supported across 125+ campuses such as Penn State, MIT, and Miami Dade College, we are recognized as a leader in the field, having won multiple awards including the Rising Star by the UCSF Digital Health Awards and Juniper Research's Gold Star for Best Digital Therapeutic Solution.

With over $34 million raised from esteemed investors, we're seeking ambitious, talented individuals to help shape the future of mental health care for students.

Role Overview

As a Healthcare Operations Support Specialist, you will be instrumental in ensuring that student care journeys are smooth and efficient. You will provide exceptional support to students and clinical providers as we expand our services. This role emphasizes strong attention to detail, a solid understanding of healthcare operations, excellent communication skills, and a unwavering commitment to customer satisfaction.

Key Responsibilities

• Act as the primary contact for administrative care support inquiries through multiple channels, delivering accurate responses while upholding privacy and documentation standards.
• Guide students in navigating online portals, activating care, scheduling appointments, and ensuring continuous care.
• Work collaboratively with clinical providers, technical support, and other internal teams to resolve complex issues and guarantee seamless patient care.
• Document all interactions accurately in the customer relationship management (CRM) system and electronic health record (EHR).
• Identify and escalate urgent issues to the appropriate personnel for prompt resolution.
• Contribute to the improvement and development of care operations workflows, standard operating procedures (SOPs), and training resources.
• Tackle complaints and concerns with professionalism and sensitivity, aiming for positive outcomes.
• Participate in training sessions and team meetings to continually enhance your knowledge and skills.

Who You Are:

• High school diploma or equivalent; an Associate’s or Bachelor’s degree in healthcare administration, business, or a related field is preferred.
• 1-3 years of experience in a customer service role, ideally within healthcare.
• Strong grasp of healthcare operations, terminology, and practices.
• Exceptional problem-solving abilities and meticulous attention to detail.
• Outstanding verbal and written communication skills, comfortable representing Mantra professionally on the phone.
• Experience in taking ownership of processes, troubleshooting complex issues, and proactively proposing improvements based on observations.
• Compassionate, patient, and genuinely eager to assist others.
• Well-versed in operational metrics and familiarity with KPIs within healthcare or similar settings, with a commitment to confidentiality and HIPAA compliance.
• Effective in navigating a fast-paced environment and efficiently managing multiple tasks.
• Results-oriented with a proven track record of meeting or surpassing operational KPIs while maintaining high quality and accuracy standards.
• A collaborative team player, particularly during high-pressure situations, skilled in conveying complex information clearly and ensuring timely solutions.
• Familiarity with Zendesk, Slack, Google Workspace, and experience with CRM and EHR systems is a plus.
• Bilingual proficiency (English and Spanish) is advantageous.

Shift Availability:

• Monday to Friday 9am to 6pm Eastern
• Monday to Friday 11am to 8pm Eastern
• Saturday to Wednesday 11am to 8pm Eastern
• Thursday to Monday 8:30am to 5:30pm Eastern

Why Join Mantra?

• Join a passionate and innovative team focused on enhancing the student experience through quality mental healthcare.
• Explore opportunities for professional growth through mentorship, skill development, and cross-functional collaboration.
• Enjoy a competitive salary and benefits, including PTO, equity, and health insurance.

Compensation & Benefits

Salary: $45,000 - $48,000 / year.

At Mantra, our distributed team is our greatest asset, enabling us to fulfill our mission every day. We emphasize empathy, curiosity, and collaboration, celebrating successes and learning from challenges. Full-time employees benefit from:

• Comprehensive medical, vision, and dental coverage for employees and their families
• 401(k) plan
• Flexible work location
• Generous paid time off, sick days, jury duty days, and bereavement; a three-week sabbatical along with a $3,000 stipend after five years of continuous full-time employment
• Inclusive parental leave policy, equitable for all parents
• $1,000 mental wellness benefit for new parents
• Commuter card available for commuting purposes
• Access to One Medical services
• Healthcare & Dependent Care Flexible Spending Account (FSA)

Mantra Health is proud to be an equal opportunity employer, ensuring that we do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.