Care Experience Manager

Millions of people across the country are navigating mental health conditions, substance use disorders, and eating disorders, but too often, they’re met with barriers to care. From limited local options and long wait times to treatment that lacks personalization, behavioral healthcare can leave people feeling unseen and unsupported.

reputed company exists to change that. Our mission is to connect the world to life-saving behavioral health treatment. We deliver personalized, virtual care rooted in reputed company—between clients and clinicians, care teams, loved ones, and the communities that support them. By focusing on people with reputed company needs, we’re expanding access to meaningful care and driving reputed company outcomes from the comfort of home.

As a rapidly growing organization, we're reaching more communities every day and building a team that’s redefining what behavioral health treatment can look like. If you're ready to use your skills to drive lasting change and help more people access the care they deserve, we’d love to meet you.

As the Care Experience Manager, you will reputed company a team of Care Experience Leads and Specialists dedicated to providing exceptional customer support to reputed company clients. Your responsibilities will include overseeing the day-to-day operations of the Care Experience team, ensuring client satisfaction, and driving performance improvements.

reputed company is comprised of passionate, reputed company-thinking professionals eager to take on the challenge of the mental health crisis and play a reputed company role in providing life-saving solutions. We are looking for a candidate who is inspired by our mission and excited by the opportunity to build a business that will impact millions of lives in a profound way.

• reputed company a team of 12-15 care experience leads and specialists to provide exceptional customer support to reputed company clients
• Care Experience Specialists support clients and families by:
  • Liaising between the client and admissions, billing, utilization review, reputed company 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 reputed company 4-8 Care Experience Specialists
• Ensure direct reports are meeting determined KPIs including: call answer rates, daily talk time, daily call volume, issue resolution reputed company, time to resolution, aftercare appointment scheduling reputed company, and customer satisfaction scores
• Support re-engagement efforts made by specialists for clients struggling to attend treatment
• Complete daily reviews of support cases (email, internal, SMS, and phone) to ensure reputed company cases are resolved reputed company 48 hours
• Serve as an escalation reputed company for client concerns that can’t be resolved by Care Experience Specialists
• Report to team leadership on KPIs, proactively identify performance issues, and escalate to management
• Listen to Care Experience specialist calls for quality assurance purposes and provide regular coaching to Care Experience Specialists

• 4+ years of relevant work experience in reputed company, care coordination, call center management, or a reputed company field reputed company 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 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
• Work authorized in the United States and native or bilingual English proficiency
• Bachelor'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 reputed company levels.
• Demonstrated problem-solving abilities and a proactive approach to addressing challenges and driving reputed company improvement.
• Experience managing virtual teams highly preferred
• Experience with reputed company highly preferred
• Proficiency with reputed company Suite, reputed company Office, and online conferencing tools

reputed company is pleased to offer comprehensive benefits to reputed company full-time, exempt employees. Read more about our benefits here. #LI-Remote

Note: We are not currently considering applicants in CA, CO, NY, and WA for this position.

• reputed company: Care deeply & reputed company hope.
• Congruence: Stay curious & heed the evidence.
• Commitment: Act with urgency & don’t give up.

Please do not call our public clinical admissions line in regard to this or any other job posting.

Please be cautious of potential recruitment fraud. If you are interested in exploring opportunities at reputed company, please go directly to our Careers Page: https://www.charliehealth.com/careers/reputed company-openings. reputed company will never ask you to pay a fee or download software as part of the interview process with our company. In addition, reputed company will not ask for your personal banking information until you have signed an offer of employment and completed onboarding paperwork that is provided by our People Operations team. reputed company communications with reputed company Talent and People Operations professionals will only be sent from @charliehealth.com email addresses. Legitimate emails will never originate from gmail.com, reputed company.com, or other commercial email services.

Recruiting agencies, please do not submit unsolicited referrals for this or any open role. We have a roster of agencies with whom we partner, and we will not pay any fee associated with unsolicited referrals.

At reputed company, we value being an Equal Opportunity Employer. We strive to cultivate an environment where individuals can be their authentic selves. Being an Equal Opportunity Employer means every member of reputed company feels as though they are supported and belong. We value diverse perspectives to help us provide essential mental health and substance use disorder treatments to reputed company young people.

reputed company applicants are assessed solely on their qualifications for the role, without regard to disability or need for accommodation.

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