Care Experience Specialist
Updated on 2/14/2024
Charlie Health

501-1,000 employees

Virtual intensive mental healthcare for young individuals
Company Overview
Charlie Health stands out in the mental healthcare industry by providing personalized, high-acuity virtual care for young individuals, integrating group, individual, and family therapy into comprehensive treatment plans. Their unique approach has proven effective, with testimonials highlighting rapid improvements in patients' mental health and the provision of lifelong coping tools. The company's commitment to intensive, tailored care and its positive impact on patients and their families positions Charlie Health as a leader in the field of virtual mental healthcare.

Company Stage

Seed

Total Funding

$1.4M

Founded

2020

Headquarters

Bozeman, Montana

Growth & Insights
Headcount

6 month growth

23%

1 year growth

59%

2 year growth

343%
Locations
Remote in USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Communications
Salesforce
CategoriesNew
Sales & Account Management
Customer Success & Support
Requirements
  • Bachelor's degree in health sciences, business administration, communications or relevant field
  • 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 required
  • 1-2 years of experience using contact center technology
  • 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)
Responsibilities
  • Answering inbound calls and resolving patient and family concerns or requests efficiently and effectively
  • Acting as a liaison between patients and admissions, billing, utilization review, outreach and clinical teams
  • Supporting clinical care team requests 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, task request volume, daily talk time, daily call volume, issue resolution rate, time to resolution, and customer satisfaction scores