Charlie Health · 9 hours ago

Client Support Specialist

Remote, United States

Full-time

Remote

Entry Level

$45K/yr - $55K/yr

2+ years exp

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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

Qualification

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SalesforceContact center technologyHIPAA knowledgeCloud-based softwareG-suiteMicrosoft OfficeZoomEMR

Required

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

High school diploma or equivalent

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)