Equip
Commercial
AdmissionsCommandCenterSpecialist
Neural analysis suggests this role is
optimal for Mid candidates.
“Admissions Command Center Specialist at Equip. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement, real-time coordination, workforce management. Provide oversight of daily inquiry 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 ”
What You'll Achieve.
ensure that as patient inquiries fluctuate across the Admissions Team throughout the day, our resources are deployed exactly where they are needed most.; no patient or family is left waiting.; optimized scheduling, utilization, and consistent execution translate directly into Equip's ability to deliver care at scale.; meet live service-level targets.; minimize gaps and ensure we are optimally staffed during peak inquiry windows.; ensure consistent coverage through proactive planning, coordinated scheduling, and clear SOPs and SLAs across the team.; recommend immediate adjustments to schedules or workflows.; make the queue more visible and manageable.; communicate blockers or "all hands on deck" moments when volume exceeds capacity.
Industry & Context.
interpret complex data to find the "why" behind volume spikes; Ability to make quick, data-informed decisions
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.
What They're Looking For.
Must Have
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.
What You'll Do.
Provide oversight of daily inquiry 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 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.
How You'll Work.
Team & Collaboration
Partner with Admissions leadership to adjust staffing and workflows; Collaborate with the data and insights team; Partner with Admissions leadership to communicate blockers or "all hands on deck" moments
Communication Scope
clear SOPs and SLAs
Full Job Description
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 https://equip.health/outcomes and treatment approach at www.equip.health. http://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 https://time.com/collection/time100-companies-2023/6285207/equip/ as one of the most influential companies of 2023, along with awards from Linkedin https://www.linkedin.com/pulse/linkedin-top-startups-2022-50-us-companies-rise-linkedin-news/ and Lattice https://lattice.com/blog/announcing-the-2023-finalists-for-lattices-people-success-awards, 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
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