Charlie Health · 6 months ago
Care Experience Specialist
United States
Full-time
Remote
Entry Level
$45K/yr - $55K/yr
2+ years expCharlie Health is a rapidly growing organization focused on connecting individuals to life-saving behavioral health treatment. The Care Experience Specialist will welcome clients and families into the program, provide care coordination, and act as a liaison between clients and internal teams to ensure a positive experience throughout treatment.
Health Care
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
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)
Benefits
Comprehensive benefits to all full-time, exempt employees
Incentive compensation
Discretionary bonuses
Other short and long-term incentive packages
Other Charlie Health-sponsored benefits
Company
Charlie Health
Virtual behavioral health clinic for high acuity youth
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$0.85M2020-06-04Seed· $0.85M
Leadership Team
Justin Weiss
Co-founder, Head of Corporate Strategy
Ellen Broxmeyer
Chief Compliance Officer
Recent News
Behavioral Health Business
2025-08-14
Behavioral Health Business
2025-05-05
Company data provided by crunchbase