Care Experience Specialist

Why Charlie Health?

We are currently facing a nationwide mental health epidemic marked by escalating rates of depression, anxiety, trauma, substance use disorders, and suicide. At the same time, individuals who are struggling and seeking support are often met with geographical and financial barriers, driving increased urgency for a new approach to behavioral health treatment.

At Charlie Health, our mission is to connect the world to life-saving mental health treatment. Our treatment programs combine curated groups, individual therapy, and family therapy into personalized, evidence-based treatment plans to provide long-term healing from home. By prioritizing connections among people with shared mental health experiences and goals, Charlie Health fosters sustainable healing and achieves industry-leading clinical outcomes, with over 90% of our clients seeing improvement in their most severe mental health symptoms.

Every member of the Charlie Health team is fueled by an unwavering passion for our mission. If you share this commitment, we invite you to join us in making a tangible impact on the mental health landscape.

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
• 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

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

Our Values

• Connection
  • Care deeply
    • We care personally about every single person in the Charlie Health ecosystem: our clients, providers, and team members alike.
  • Inspire hope
    • We inspire hope with every interaction, reminding our clients that we truly and unconditionally believe in them.
• Congruence
  • Stay curious
    • We ask “why” five times before we’re satisfied with the answer. We don’t stick to the status quo; we challenge our assumptions and remain humble.
  • Heed the evidence
    • Above all, we’re results-oriented. When we find data that calls our original plan into question, we modify or pivot.
• Commitment
  • Act with urgency
    • We work as swiftly as possible. The mental health crisis is relentless, and so are we.
  • Don’t give up
    • Our clients don’t give up and neither do we. Persistence is our superpower.

Please do not call our public clinical admissions line in regard to this or any other job posting.