Job Overview
Location
Remote - USA
Job Type
Full-time
Category
Customer Success
Date Posted
May 21, 2026
Full Job Description
đź“‹ Description
- • Serve as the real-time operational hub for Equip’s Admissions Command Center, dynamically managing inquiry volume across phone, chat, and email channels to ensure consistent service-level targets are met.
- • Monitor live productivity metrics throughout the day to identify staffing gaps and reallocate Admissions team members between communication modes based on current demand spikes and lulls.
- • Collaborate with the Data and Insights team to translate short-term contact volume projections into actionable daily shift adjustments and staffing schedules aligned with strategic workforce models.
- • Own and standardize time-off and unplanned absence workflows through proactive planning, coordinated scheduling, and clear Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs).
- • Analyze daily and weekly contact patterns to detect trends such as high-volume Mondays and recommend immediate operational adjustments to scheduling or resource allocation.
- • Act as the internal lead for contact center technology, evaluating, selecting, and implementing new workforce management tools to improve queue visibility, routing efficiency, and team responsiveness.
- • Partner with Admissions leadership to escalate capacity constraints, communicate "all hands on deck" scenarios, and coordinate urgent response protocols when inquiry volume exceeds available resources.
- • Ensure every patient and family inquiry receives a timely, warm, and professional response by maintaining rigorous standards for wait times, handoff protocols, and communication quality.
- • Utilize real-time data to make rapid, informed decisions in a fast-paced, fully virtual environment, balancing operational efficiency with compassionate care delivery.
- • Maintain up-to-date knowledge of contact center metrics—including average handle time, abandonment rate, first contact resolution, and occupancy rate—and apply this understanding to optimize team performance.
- • Continuously refine workflows to reduce friction in admissions intake, improve team utilization, and enhance overall patient experience through data-driven operational adjustments.
- • Support the integration of new tools and processes by providing frontline feedback, conducting user training, and documenting best practices for the Admissions team.
- • Perform additional duties as assigned to support the scalability and sustainability of Equip’s virtual admissions infrastructure.
🎯 Requirements
- • Bachelor’s degree in business, communications, or related field
- • 3-5 years of experience in contact center operations, real-time coordination, or workforce management in a high-volume, multi-channel environment
- • Deep understanding of contact center metrics and ability to influence them in real-time
- • Experience working with contact center software and workforce management tools
- • Ability to make quick, data-informed decisions in a fast-paced, virtual environment
- • Passion for ensuring every person reaching out for help gets a timely, warm, and professional response
🏖️ Benefits
- • Flex PTO policy (3-5 weeks/year recommended) plus 11 paid company holidays
- • Generous parental leave
- • Competitive Medical, Dental, Vision, Life, and AD&D insurance with significant employer-paid premiums
- • Spring Health: 100% employer-paid mental health benefit including 5 free therapy and 5 free coaching sessions per year for employee and each dependent
- • Employee Assistance Program (EAP) covering mental health, legal services, and financial support
- • HealthJoy: 100% employer-paid healthcare concierge service to navigate benefits
Skills & Technologies
About Equip Health Inc.
Equip Health is a virtual eating-disorder treatment provider delivering evidence-based care to adolescents and adults in the United States. Founded in 2019, the company pairs each patient with a five-person dedicated care team comprising a medical provider, therapist, dietitian, peer mentor, and family mentor. Treatment is delivered entirely via secure video, allowing patients to remain at home while receiving Family-Based Therapy and coordinated medical management. Equip partners with major insurers to increase access and accepts most commercial plans. The company is headquartered in San Diego, California, and has raised venture capital to expand nationwide access to comprehensive eating-disorder recovery.
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