Care Experience Specialist

About the Role

Charlie Health is looking for a dynamic, passionate individual to support our incredible clients and families throughout treatment as a Care Experience Specialist. This candidate will welcome clients and families into our program post-admission, build rapport, and provide care coordination and customer service to ensure all client needs are met throughout their time in treatment. The Care Experience Specialist will also act as the liaison between clients and other internal Charlie Health teams to provide a primary point of contact and an unparalleled experience for those in our care.

Our team is composed of passionate, forward-thinking professionals eager to take on the challenge of the mental health crisis and play a formative role in providing life-saving solutions. We are looking for a candidate who is inspired by our mission and excited by the opportunity to build a business that will impact millions of lives in a profound way.

Responsibilities

• Answer inbound calls, emails, and texts and resolving patient and family concerns or requests efficiently and effectively 
• Act as a liaison between patients and internal Charlie Health teams such as, Admissions, Billing, Utilization Review, Outreach and Clinical
• Support client-related requests from the Clinical Care team to improve the patient’s experience
• Identifying gaps in treatment attendance and reaching out to clients to resolve issues with treatment that may be leading to non-attendance proactively
• Communicate aftercare resources (i.e. outpatient therapy providers) to families and work with families to schedule appointments post-Charlie Health
• Managing client schedule, scheduling and rescheduling appointments
• Complete all documentation in a timely and accurate manner
• Adapt to organizational change and departmental restructuring to fit the needs of our clients, families, and referral sources
• Meet determined KPIs including: call answer rates, daily talk time, daily call volume, issue resolution rate, time to resolution, aftercare appointment scheduling rate, and customer satisfaction scores

Requirements

• Upholds Charlie Health's Mission, Vision, and Values and takes great pride in providing clients with exceptional service in order to support their mental health journeys
• Associate’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
• Experience working with young adults and adolescents (healthcare setting preferred)
• 1-2 years of Salesforce experience (or equivalent CRM platform) required 
• 1-2 years of experience using contact center technology
• Strong ability to multitask and work in a fast-paced environment
• Demonstrates a high level of emotional intelligence
• Knowledge of HIPAA policies and procedures
• Work authorized in the United States and native or bilingual English proficiency
• Proficiency with cloud-based communication and software (Slack, G-suite, Microsoft Office, Zoom & EMR)

Benefits

Charlie Health is pleased to offer comprehensive benefits to all full-time, exempt employees. Read more about our benefits here.

Additional Information

Note: We are not currently considering applicants in CA, CO, NY, IL, and WA for this position. #LI-Remote