Director, Patient & Provider Services

Equip Health Inc.

Job Overview

Location

Remote - USA

Job Type

Full-time

Full Job Description

📋 Description

• Lead and operationalize frontline Patient & Provider Services teams at scale, ensuring high-quality, patient-centric support across all touchpoints in a virtual healthcare environment.
• Define, own, and drive performance and quality metrics including productivity, reliability, patient satisfaction, and operational efficiency while managing cost effectiveness.
• Design and execute organizational strategies that enhance team performance, business outcomes, and service delivery standards for patients, families, and external providers.
• Partner with the People Success team to develop and maintain competency frameworks, career paths, and succession plans for support staff across all levels.
• Collaborate with Workforce Management to design staffing models, schedules, and capacity plans that align with service level goals and business priorities.
• Equip teams to resolve complex, ambiguous issues while navigating external dependencies such as insurance systems, provider networks, and clinical workflows.
• Influence cross-functional teams by translating patient data and service insights into actionable narratives that improve product design, support processes, and retention strategies.
• Design and implement proactive patient retention programs, escalation protocols, and high-touch interventions to reduce churn and increase engagement.
• Apply lean and continuous improvement principles to pilot, monitor, and scale operational enhancements across support functions.
• Diagnose organizational capability gaps and lead redesigns to improve performance, scalability, and team effectiveness in a fast-paced, evolving environment.
• Cultivate a patient-centric team culture grounded in inclusivity, humility, and open-minded collaboration, ensuring all team members feel empowered and supported.
• Communicate clearly and persuasively across departments to gain buy-in, align priorities, and elevate the voice of frontline staff and patients in strategic decisions.
• Maintain intermediate SQL proficiency to analyze service data, identify trends, and translate findings into strategic recommendations for leadership.
• Operate 100% remotely with no travel requirements, managing all responsibilities through digital platforms and virtual collaboration tools.
• Ensure all support operations reflect Equip’s mission of equitable access to eating disorder treatment, aligning team practices with DEIB principles across race, gender, sexuality, ability, weight, and socio-economic status.
• Oversee the use of company-provided tools including HealthJoy, Spring Health, and EAP to enhance team well-being and service delivery.
• Maintain compliance with all state and federal healthcare regulations while scaling support operations across all 50 U.S. states.
• Lead initiatives that ensure provider and patient experiences are seamless, consistent, and aligned with evidence-based treatment standards.
• Serve as a key liaison between clinical, technical, and operational teams to ensure support systems evolve in tandem with treatment protocols and platform enhancements.
• Report on team performance and patient outcomes using data-driven storytelling to inform executive decision-making and organizational strategy.
• Manage other duties as assigned to support the growth and integrity of Equip’s patient and provider services ecosystem.

🎯 Requirements

• 8+ years in patient support and 5+ years of direct people management experience with demonstrated success scaling operations in high-stakes environments
• Proven track record of building and leading scalable support teams in healthcare or similar regulated industries
• Demonstrated ability to partner with Workforce Management and technical teams to align staffing models with service levels
• Intermediate SQL skills and data-driven mindset to translate analytics into strategic patient-centric recommendations
• Strong verbal and written communication skills with ability to influence cross-functional stakeholders and gain buy-in
• Experience leading organizational redesigns and transformational change in fast-paced, ambiguous environments

🏖️ Benefits

• 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 dependents
• Employee Assistance Program (EAP) covering mental health, legal, and financial support
• 401K option with company contribution
• $50/month stipend for home internet expenses
• $250/month stipend for co-working space usage
• Initial $500 home office stipend with $200 reload at year 3 and every other year thereafter
• Company-provided laptop
• Flex PTO policy (3–5 weeks/year recommended) plus 11 paid company holidays
• Generous parental leave

Skills & Technologies

Spring

Remote

Ready to Apply?

Apply Externally

You will be redirected to an external site to apply.

Equip Health Inc.

Visit Website

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.

View Company Profile

Get more remote jobs like this

Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.

Weekly remote jobs and featured talent.

No spam. Only curated remote roles and product updates. You can unsubscribe anytime.