Care Operations Associate (1099 Contract)

Mantra Health is an award-winning digital mental health provider on a mission to make evidence-based care more 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 seamlessly integrate with campus health systems to enhance student well-being and improve graduation rates. Recognized as a leader in digital mental health, Mantra Health was named a Rising Star by the UCSF Digital Health Awards and won Juniper Research’s Gold Star for Best Digital Therapeutic Solution. Today, our programs support over 900,000 students across 125+ campuses, including Penn State, MIT, and Miami Dade College.

We’ve raised over $34m from leading investors. We’re looking for ambitious, talented, action-oriented individuals to join us in shaping the future of student mental healthcare.

We are seeking a Care Operations Contractor (1099) to ensure smooth and efficient student care journeys by providing support to students and our clinic providers on a project basis. This role requires a high attention to detail, strong understanding of healthcare operations, excellent communication skills, and a commitment to customer satisfaction. The contractor will be responsible for resolving inquiries, troubleshooting issues, and guiding stakeholders through various healthcare processes.

• →Serve as the primary point of contact for administrative care support inquiries via phone, email, and chat, providing accurate, policy-aligned responses and ensuring compliance with all privacy and documentation standards.
• →Assist students with navigating online portals, activating care, scheduling appointments, and supporting their continuity of care process.
• →Collaborate with clinical providers, technical support, partner success and other internal teams to resolve complex issues and ensure seamless patient care.
• →Document all interactions and resolutions thoroughly and accurately in the customer relationship management (CRM) system and electronic health record (EHR).
• →Identify and escalate urgent or sensitive issues to appropriate personnel for immediate resolution.
• →Contribute to the development and continuous improvement of care operations workflows, standard operating procedures (SOPs), and training resources.
• →Handle complaints and concerns with sensitivity and professionalism, striving for positive outcomes.
• →Participate in training sessions and team meetings to enhance knowledge and skills.

• High school diploma or equivalent; Associate's or Bachelor's degree in healthcare administration, business, or a related field preferred.
• 1-3 years of experience in a customer service role, preferably within a healthcare setting.
• Strong understanding of healthcare operations, terminology, and common practices.
• Strong problem-solving skills and precise attention to detail.
• Excellent verbal and written communication skills with the ability to explain complex information clearly and concisely. Comfort on the phone as an external representative of Mantra.
• Demonstrated experience with owning a process end-to-end, troubleshooting issues beyond simple scripted solutions, and proactively suggesting process improvements based on observed pain points.
• Compassion, patience, and a genuine desire to help others.
• Ability to maintain confidentiality and adhere to all HIPAA guidelines.
• Proficiency in Zendesk, Slack, Google Workspace, and experience working within CRM and EHR systems preferred.
• Bilingual proficiency (English and Spanish) is a plus.

• Tuesday to Friday 9am-2pm; Saturday 9am to 6pm
• This is a 6-month contract (1099) position.