Care Experience Specialist

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🕒 Junho 24

🏄 California, Colorado, +2 estados a mais – Remoto

🏄 California – Remote ⛰️ Colorado – Remote 🗽 New York – Remote ☕ Washington – Remote

💵 $45.000 - $55.000 / ano

⏰ Tempo Integral

🟢 Júnior

🟡 Pleno

🚫👨‍🎓 Sem graduação necessária

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Charlie Health

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

🏥 Saúde

⚕️ Seguro de Saúde

🧘 Bem-estar

💰 Seed Round em 2020-06

Healthcare • Healthcare Insurance • Wellness

Charlie Health é um fornecedor de terapia intensiva personalizada e Programas Intensivos Ambulatoriais Virtuais (IOP) voltados para desafios de saúde mental. Eles atendem tanto adolescentes quanto adultos, oferecendo uma abordagem de tratamento abrangente que inclui terapias como Terapia Cognitivo-Comportamental (TCC), Terapia Comportamental Dialética (DBT) e terapia de arte e música, entre outras. A empresa visa fornecer acesso imediato e agendamento flexível para acomodar as necessidades dos pacientes, com foco em várias condições, como ansiedade, depressão, automutilação e transtornos por uso de substâncias. A Charlie Health enfatiza resultados mensuráveis e a conexão com os colegas para promover a cura a longo prazo, com serviços disponíveis em até 24 horas.

Descrição

• 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.

🎯 Requisitos

• Upholds Charlie Health's Mission, Vision, and Values. • 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).

🏖️ Benefícios

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