Charlie Health

Compensation

Full Description

Description: Lead a team of 12-15 care experience leads and specialists to provide exceptional customer support to Charlie Health clientsCare Experience Specialists support clients and families by: Liaising between the client and admissions, billing, utilization review, outreach and clinical teams; Resolving client and family concerns and directing to other staff as needed; Identifying gaps in treatment attendance and reaching out to clients to resolve issues with treatment that may be leading to non-attendance proactively; Managing client schedule, scheduling and rescheduling appointments; Care Experience Leads oversee 4-8 Care Experience SpecialistsEnsure direct reports are meeting 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 scoresSupport re-engagement efforts made by specialists for clients struggling to attend treatmentComplete daily reviews of support cases (email, internal, SMS, and phone) to ensure all cases are resolved within 48 hoursServe as an escalation point for client concerns that can’t be resolved by Care Experience SpecialistsReport to team leadership on KPIs, proactively identify performance issues, and escalate to managementListen to Care Experience specialist calls for quality assurance purposes and provide regular coaching to Care Experience Specialists Requirements: 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 managing and motivating high-performing teams, using data to drive decision-making and measure performance.1+ years of experience managing indirect reports (managing managers)Exceptional communication, interpersonal, listening, and relationship-building skillsResourceful with a natural ability to structure and solve ambiguous business problemsProactive self-starter and natural multitasker with a willingness to “be scrappy”Passion for mental healthWork authorized in the United States and native or bilingual English proficiencyBachelor's degree in a relevant field (e.g., Communications, Business Administration, Hospitality Management, etc.) preferred.Proven experience in customer service, complaint resolution, or quality assurance roles, preferably in a healthcare, hospitality, or service-oriented industry.Excellent communication and interpersonal skills, with the ability to interact effectively with customers, colleagues, and stakeholders at all levels.Demonstrated problem-solving abilities and a proactive approach to addressing challenges and driving continuous improvement.Experience managing virtual teams highly preferredExperience with Salesforce highly preferredProficiency with Google Suite, Microsoft Office, and online conferencing tools Benefits: Charlie Health is pleased to offer comprehensive benefits to all full-time, exempt employees. Read more about our benefits here. #LI-RemoteNote: We are not currently considering applicants in CA, CO, NY, and WA for this position.