Recovery Navigator

About Equip 

Equip 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, Equip builds upon evidence-based treatments to empower individuals to reach lasting recovery. All Equip 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 and treatment approach at www.equip.health.

Founded in 2019 as a fully virtual company, Equip is built on the dedication of highly engaged, passionate, and diverse Equipsters who have shaped our unique culture. In recognition of this impact, Equip was honored in 2024 by Forbes as a Next Billion-Dollar Startup, LinkedIn as a Top Startup, TechCrunch as one of the 10 Most Exciting Digital Health Startups, Fast Company among the Most Innovative Companies, and Business Insider’s 44 Companies to Bet Your Career On. We are immensely grateful to our Equipsters for creating a sustainable company and treatment program that has served thousands of patients and families to date.

About the Role

The Recovery Navigator serves as a critical care coordinator throughout the care experience, guiding and supporting each unique patient and family in their service needs. This role welcomes patients and families into the Equip program following admissions and onboarding, builds rapport, and provides personalized customer service to ensure expectations are aligned to the Equip treatment model and needs are met based on each patient’s unique needs and motivations. Proactive outreach is conducted by phone, email and messaging within the platform. The Recovery Navigator acts as a liaison between patients, supports or other caregivers, and Equip care team members to provide a primary point of contact and an unparalleled, cohesive service experience. Recovery Navigators are also responsible for service recovery, conducting reactive outreach in response to any complaints or concerns in order to problem-solve and ensure patients remain engaged in their treatment journey.

Responsibilities

• Reinforce patient and family alignment to Equip’s treatment model and virtual support following onboarding.
• Conduct proactive and reactive outreach to drive sustained engagement and retention in care, with a focus on intake attendance, recurring session utilization, retention beyond 16 weeks, and overall satisfaction.
• Identify gaps in treatment support and reach out to address barriers to care, provide solutions to re-engage families in ongoing session requirements, and connect to asynchronous resources as needed.
• Monitor leading measures of engagement and satisfaction within Equip’s data platform to inform proactive outreach and prevent low engagement, treatment pauses due to dissatisfaction, and/or discharge.
• Respond to calls, messages, and texts to resolve patient and family needs or concerns efficiently and effectively.
• Monitor patients who pause treatment and develop action plans to ensure ongoing outreach and successful re-engagement whenever possible. 
• Act as a liaison between patients and other Equip teams including clinical teams, Scheduling Operations, Health Information, Financial Counseling and Insurance Verification.
• Support a strong transition experience at discharge, providing after care resources (including outpatient therapy providers) and work with families to schedule appointments as needed following Equip.
• Complete required documentation within Equip’s digital systems in a timely and accurate manner.
• Adapt to organizational and/or team needs as required.
• Perform other duties as assigned.

Qualifications

• Bachelor’s degree in health sciences, business administration, communications or relevant field required.
• Minimum 2 years experience working in a customer / patient success or support role.
• Knowledge of HIPAA policies and procedures.
• Comfort with Technology: Proficient with digital, cloud-based communication and software platforms (Slack, G-suite, Zoom, electronic medical record systems).
• Team Player: Understands how to effectively keep others informed to reduce friction and accomplish tasks effectively.
• Intellectual Curiosity: Demonstrates eagerness to learn and understand; comfortable with ambiguity and easily adapts to changes in direction or initiatives.
• Flexibility and Resilience: Adaptable in a dynamic, innovative, and fast-paced environment.
• Ownership and Accountability: Consistently accountable to accomplish day-to-day tasks as assigned.

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.

Diversity, Equity, Inclusion, Belonging

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

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