Care Experience Quality Lead

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Behavioral Health Tech

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2020

⚕️ Healthcare Insurance

🌍 Social Impact

Healthcare Insurance • Digital Health • Social Impact

Behavioral Health Tech is a leading community that focuses on expanding access to mental health, substance use, and developmental disability care. The company brings together key stakeholders from health plans, employers, providers, investors, and digital health companies to innovate and collaborate in addressing behavioral health challenges. Through events, webinars, and thought leadership, Behavioral Health Tech fosters important conversations and drives actions that have a significant impact on the behavioral health landscape.

📋 Description

• Manage the end-to-end process of handling customer complaints, ensuring timely and satisfactory resolutions. • Investigate root causes of complaints and implement corrective actions to prevent recurrence. • Serve as the primary point of contact for escalated client issues, addressing concerns promptly and effectively. • Develop and implement quality assurance protocols and standards to uphold service excellence. • Conduct regular audits, monitor performance metrics, and identify areas for improvement. • Collaborate with other departments to address systemic issues and improve overall customer satisfaction. • Analyze customer feedback, complaints, and service metrics to identify trends, patterns, and areas for improvement. • Use insights to drive strategic decision-making and enhance the customer experience. • Continuously evaluate and refine internal processes related to complaint handling, escalation management, and quality assurance.

🎯 Requirements

• 2-4+ years of relevant work experience in customer success, care coordination, call center management, or a related field within the healthcare industry. • Excellent track record of using data to drive decision-making and measure performance • Exceptional communication, interpersonal, listening, and relationship-building skills • Resourceful with a natural ability to structure and solve ambiguous business problems • Proactive self-starter and natural multitasker with a willingness to “be scrappy” • Passion for mental health • Proven experience in customer service, complaint resolution, or quality assurance roles, preferably in a healthcare, hospitality, or service-oriented industry. • Demonstrated problem-solving abilities and a proactive approach to addressing challenges and driving continuous improvement. • Experience with Qualtrics • Proficiency with Salesforce, Google Suite, Microsoft Office, and online conferencing tools • Work authorized in the United States and native or bilingual English proficiency • Bachelor's degree in a relevant field (e.g., Business Administration, Hospitality Management, etc.) preferred.

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work hours • Paid time off • Remote work options • Fully paid subscription to a mindfulness, talk therapy, nutrition, or fitness app of your choice • Complimentary yoga sessions twice per month • Opportunity to shadow vIOP sessions once per month • Quarterly events to recognize program alumni