Care Operations Associate

Company Overview

Mantra Health is an award-winning digital mental health provider on a mission to make evidence-based care more accessible to students. Supporting mental health, wellness, and student persistence, Mantra Health offers a comprehensive suite of services, including self-guided wellness courses, peer support, coaching, therapy, psychiatry, ²⁴⁄₇ crisis intervention, intensive outpatient programming (IOP), as well as persistence intelligence technologies. Spanning the entire care continuum, Mantra Health provides comprehensive digital support to every member of the student body while using predictive modeling to identify those at high risk of dropout and extensive population analytics. From acceptance to graduation, Mantra Health ensures that both proactive wellness and targeted intervention are always within reach. Currently deployed across 150+ colleges and universities, Mantra Health serves over 1.3 million students and is actively reimagining how institutions manage mental well-being and student success.

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.

About the Role

We are seeking a Care Operations Associate to play a critical role in ensuring smooth and efficient student care journeys by providing exceptional support to students and our clinic providers as we grow. This role requires a high attention to detail, strong understanding of healthcare operations, excellent communication skills, and a commitment to customer satisfaction. The associate will be responsible for resolving inquiries, troubleshooting issues, and guiding stakeholders through various healthcare processes.

What You’ll Do

• 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.

Who You Are:

• 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 h…