Care Experience Specialist

This is a fully remote position, open to applicants in California, +3 more states.

📋 Description

• Manage incoming calls, emails, and text messages while effectively addressing patient and family inquiries or concerns.

• Serve as a bridge between patients and various internal teams at Charlie Health, including Admissions, Billing, Utilization Review, Outreach, and Clinical.

• Assist in client-related inquiries from the Clinical Care team to enhance the overall patient experience.

• Identify gaps in treatment attendance and proactively reach out to clients to address issues that may contribute to non-attendance.

• Provide families with aftercare resources (such as outpatient therapy providers) and collaborate with them to arrange post-Charlie Health appointments.

• Oversee client schedules, including the scheduling and rescheduling of appointments.

• Ensure all documentation is completed accurately and in a timely manner.

• Adapt to changes within the organization and departmental restructuring to meet the needs of clients, families, and referral sources.

• Achieve set KPIs, which include: call answer rates, daily talk time, daily call volume, issue resolution rates, time to resolution, aftercare appointment scheduling rates, and customer satisfaction scores.

⛳️ Requirements

• Embrace and uphold the Mission, Vision, and Values of Charlie Health.

• Possess a high school diploma or equivalent qualification.

• Have a minimum of 2 years of experience in a customer or patient success/support role.

• Experience working with young adults and adolescents is preferred, particularly in a healthcare context.

• Required: 1-2 years of experience with Salesforce or a similar CRM platform.

• Required: 1-2 years of experience utilizing contact center technology.

• Exhibit strong multitasking abilities and thrive in a fast-paced work environment.

• Show a high level of emotional intelligence in interactions.

• Possess knowledge of HIPAA regulations and procedures.

• Must be authorized to work in the United States and have native or bilingual proficiency in English.

• Exhibit proficiency with cloud-based communication and software tools such as Slack, G-suite, Microsoft Office, Zoom, and EMR.

🏝️ Benefits

• Comprehensive benefits package available to all full-time, exempt employees.