Care Experience Specialist

Job not on LinkedIn

🕒 June 24

🏄 California, Colorado, +2 more states – Remote

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

💵 $45k - $55k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

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Charlie Health

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🏥 Healthcare

⚕️ Healthcare Insurance

🧘 Wellness

💰 Seed Round on 2020-06

Healthcare • Healthcare Insurance • Wellness

Charlie Health is a provider of personalized intensive therapy and virtual Intensive Outpatient Programs (IOP) targeting mental health challenges. They cater to both teens and adults, offering a comprehensive treatment approach that includes therapies such as Cognitive Behavioral Therapy (CBT), Dialectical Behavior Therapy (DBT), and art and music therapy, among others. The company aims to provide immediate access and flexible scheduling to accommodate patients' needs, focusing on various conditions like anxiety, depression, self-harm, and substance use disorders. Charlie Health emphasizes measurable outcomes and connection with peers to foster long-term healing, with services available in as little as 24 hours.

📋 Description

• 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. • 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.