Charliehealth
Care Experience Specialist
Remote, United States. Posted 34 months ago
The role
The Care Experience Specialist supports clients and families throughout treatment. This person acts as a liaison between patients and internal teams to provide care coordination and customer service.
What you will do
- Answer inbound calls, emails, and texts to resolve patient and family concerns
- Act as a liaison between patients and internal teams
- Support client-related requests from the Clinical Care team
- Identify gaps in treatment attendance and reach out to clients
- Communicate aftercare resources to families and schedule appointments
- Manage client schedule, scheduling and rescheduling appointments
- Complete all documentation in a timely and accurate manner
- Adapt to organizational change and departmental restructuring
- Meet determined KPIs including call answer rates, talk time, and satisfaction scores
Required qualifications
- High school diploma or equivalent
- Minimum 2 years experience working in a customer/patient success or support role
- 1-2 years of Salesforce experience (or equivalent CRM platform)
- 1-2 years of experience using contact center technology
- Strong ability to multitask and work in a fast-paced environment
- High level of emotional intelligence
- Knowledge of HIPAA policies and procedures
- Work authorized in the United States
- Native or bilingual English proficiency
- Proficiency with cloud-based communication and software (Slack, G-suite, Microsoft Office, Zoom & EMR)
Nice to have
- Experience working with young adults and adolescents (healthcare setting preferred)
Benefits
- Comprehensive benefits for all full-time, exempt employees
Before you apply
- Role is not available in certain states
- Must complete several state background checks for clearance to see clients
- Florida requires a fingerprint based background check
About the company
Charlie Health delivers personalized, virtual care for mental health conditions, substance use disorders, and eating disorders. The mission is to connect the world to life-saving behavioral health treatment.