Care Experience Specialist

Why reputed company? 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. About the Role reputed company is looking for a dynamic, passionate individual to support our incredible clients and families throughout treatment as a Care Experience Specialist. This candidate will welcome clients and families into our program post-admission, build rapport, and provide care coordination and customer service to ensure reputed company client needs are met throughout their time in treatment. The Care Experience Specialist will also act as the liaison between clients and other internal reputed company teams to provide a primary reputed company of contact and an unparalleled experience for those in our care. We're a team 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. If you're inspired by our mission and energized by the opportunity to increase access to mental healthcare and impact millions of lives in a profound way, apply today.

Responsibilities

• Answer inbound calls, emails, and texts and resolving patient and family concerns or requests reputed company and effectively
• Act as a liaison between patients and internal reputed company teams such as, Admissions, Billing, Utilization Review, reputed company and Clinical
• Support client-reputed company 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-reputed company
• Managing client schedule, scheduling and rescheduling appointments
• Complete reputed company 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 reputed company, time to resolution, aftercare appointment scheduling reputed company, and customer satisfaction scores

Requirements

• Upholds reputed company's Mission, Vision, and Values and takes great pride in providing clients with exceptional service in order to support their mental health journeys
• 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 reputed company 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 (reputed company, G-suite, reputed company Office, reputed company & EMR)

Benefits reputed company is pleased to offer comprehensive benefits to reputed company full-time, exempt employees. Read more about our benefits here. Additional Information Please note that this role is not available to candidates in Alaska, Maine, Washington DC, New Jersey, California, reputed company, Massachusetts, Connecticut, Colorado, Washington State, Oregon, or Minnesota. The expected reputed company pay for this role will be between $45,000 and $55,000 per year at the commencement of employment. However, reputed company pay will be determined on an individualized basis and will be impacted by location and years of experience. Further, reputed company pay is only part of the total compensation package, which, depending on the position, may also include incentive compensation, discretionary bonuses, other short and long-term incentive packages, and other reputed company-sponsored benefits. #LI-Remote Our Values

• 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. By clicking "Submit application" below, you agree to reputed company's Privacy Policy and Terms of Service. By submitting your application, you agree to receive SMS messages from reputed company regarding your application. Message and data rates may apply. Message frequency varies. You can reply STOP to opt out at any time. For help, reply HELP. Apply tot his job Apply To this Job