$63,000 – $70,000MidFull Time
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, Equip has been a fully virtual company since its inception and is proud of the highly-engaged, passionate, and diverse Equisters that have created Equip’s culture. Recognized by Time as one of the most influential companies of 2023, along with awards from Linkedin and Lattice, we are grateful to Equipsters for building a sustainable treatment program that has served thousands of patients and families.
About the role
The Admissions Command Center Specialist is the "air traffic controller" of our virtual contact center. This role is responsible for ensuring that as patient inquiries fluctuate across the Admissions Team throughout the day, our resources are deployed exactly where they are needed most. This is not just a data role; it is a live-action coordination role. The Admissions Command Center Specialist will monitor real-time productivity, manage the live queue across phone, chat, and email, and partner with Admissions leadership to adjust staffing and workflows so that no patient or family is left waiting. This person is energized by data and driven by purpose, recognizing optimized scheduling, strong utilization, and consistent execution translate directly into Equip's ability to deliver care at scale.
Responsibilities
Provide oversight of daily inquiry volume; dynamically redirect Admissions team members between modes of inquiry (e.g., shifting people from email to phones) to meet live service-level targets.
Monitor team productivity throughout the day to minimize gaps and ensure we are optimally staffed during peak inquiry windows.
Collaborate with the data and insights team to understand short-term projections, then translate trends into actionable daily shift adjustments and schedules, to align with strategic staffing models.
Own and standardize the time-off and unplanned absence workflows to ensure consistent coverage through proactive planning, coordinated scheduling, and clear SOPs and SLAs across the team.
Analyze daily and weekly contact nuances to identify trends (e.g., high-volume Mondays) and recommend immediate adjustments to schedules or workflows.
Act as the internal lead for contact center tools; help select and implement new workforce solutions that make the queue more visible and manageable.
Partner with Admissions leadership to communicate blockers or "all hands on deck" moments when volume exceeds capacity.
Perform other duties as assigned.
Qualifications
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 how 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.
You enjoy "watching the board" and can interpret complex data to find the "why" behind volume spikes.
A passion for ensuring every person reaching out for help gets a timely, warm, and professional response.
Time Off:
Flex PTO policy (3-5 wks/year recommended) + 11 paid company holidays.
Generous parental leave.
Core Benefits:
Competitive Medical, Dental, Vision, Life, and AD&D insurance.
Equip pays for a significant percentage of benefits premiums for individuals and families.
Spring Health, a 100% employer-paid mental health benefit through Guardian.
You can receive 5 free therapy sessions and 5 free coaching sessions per year for you and each of your dependents.
Employee Assistance Program (EAP), a company paid resource for mental health, legal services, financial support, and more!
HealthJoy, a 100% employer-paid platform connecting you to a healthcare concierge who can help you navigate your benefits.
401K Option!
Work From Home Additional Perks:
$50/month stipend added directly to an employee’s paycheck to cover home internet expenses.
$250/month stipend to use a co-working space.
Initial work-from-home stipend of up to $500.
Reload of $200 on the home office stipend at the 3-year mark and then every other year after that (year 5, year 7, etc.).
Company Laptop.
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.
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, weight, and/or any other legally protected classification protected by federal, state, or local law.
Our dedication to equitable access, which is core to our mission, extends to how we build our "village." In line with our commitment to Diversity, Equity, Inclusion, and Belonging (DEIB), we are dedicated to an accessible hiring process where all candidates feel a true sense of belonging. If you require a reasonable accommodation to complete your application, interview, or perform the essential functions of a role, we invite you to reach out to our People team at accommodations@equip.health.
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