Full-Time

Care Experience Team Lead

Posted on 6/28/2024

Charlie Health

Charlie Health

1,001-5,000 employees

Online mental health treatment for youth

Healthcare

Compensation Overview

$65k - $72.5kAnnually

+ Incentive Compensation + Discretionary Bonuses + Short and Long-term Incentive Packages + Charlie Health-sponsored Benefits

Mid, Senior

Remote in USA

Category
Customer Experience
Customer Success
Customer Support
Customer Success & Support
Required Skills
Communications
Salesforce
Customer Service
Requirements
  • Bachelor's degree in health sciences, business administration, communications, or relevant field
  • Minimum 2+ years of relevant work experience including direct management or supervision and customer service or patient-support experience
  • Experience working with young adults and adolescents (healthcare setting preferred)
  • (Internal hires only) Minimum 6 months working as a Sr. Care Experience Specialist at Charlie Health, meeting, or exceeding gold level KPI requirements for the Lead role, as stated in company guidelines
  • Upholds Charlie Health’s Mission, Vision, and Values and takes great pride in providing clients with exceptional service in order to support their mental health journeys
  • 1-2 years of Salesforce experience (or equivalent CRM platform) required
  • 1-2 years of experience using call/contact center technology required
  • Impeccable customer service, interpersonal, relationship-building, and listening skills
  • Ability to interpret and utilize data or individual metrics to manage team performance
  • Ability to thrive in fast-paced environment and multi-task with impeccable attention to detail
  • 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)
  • Flexibility with hours during peak seasons and availability during agreed upon schedule required
Responsibilities
  • Supervise a team of Care Experience Specialists to ensure exceptional customer support for all Charlie Health clients, at every encounter
  • Monitor the performance, attendance, and professional conduct of each direct report
  • Coach direct reports to meet individual and team KPIs, such as:
  • Number of task points accrued for completed client support requests
  • Percentage of client support requests resolved within 1 business day
  • Number of inbound calls handled
  • Call quality score
  • First call resolution rate
  • Understand, and be able to perform, the duties of a Care Experience Specialist
  • Resolve complex, multi-faceted patient and family concerns or requests efficiently and effectively
  • Support Care Experience Specialists with escalated client requests through resolution, including direct client/family outreach when needed
  • Report to Care Experience Manager on individual/team KPIs and schedule adherence, proactively identify performance issues, work avoidance or misconduct and escalate to leadership as needed
  • Conduct weekly individual and team meetings to support performance, engagement, and morale
  • Support new hires with high quality onboarding plans, ongoing training, and coaching towards quality performance
  • Complete daily reviews of the Charlie Cares request queue to identify gaps in service and assigning outreach responsibilities to your team of Specialists as needed
  • Liaison between patients and Charlie Health internal teams such as Admissions, Billing, Utilization Review, Outreach, and Clinical Teams
  • Adapt to organizational change and departmental restructuring to fit the needs of our clients, families, and referral sources
  • Provide select clients and families with additional support, by conducting weekly check ins and providing updates to internal and external care team members
  • Conduct biannual performance reviews for direct reports

Charlie Health offers online mental health treatment services specifically designed for young people. Their main product is a virtual Intensive Outpatient Program (IOP) that combines personalized care with peer support to promote long-term healing. Clients can start the program quickly, often within 24 hours, and have flexible scheduling options available throughout the week. The company operates on a business model where clients can pay for services directly or use insurance, with an easy verification process for coverage. Charlie Health distinguishes itself from competitors by focusing on the youth demographic and demonstrating effectiveness, as over 90% of clients report improvements in their mental health symptoms. The goal of Charlie Health is to provide accessible and effective mental health treatment to young individuals, addressing the growing need for such services in the telehealth market.

Company Stage

Seed

Total Funding

$826.8K

Headquarters

Bozeman, Montana

Founded

2020

Growth & Insights
Headcount

6 month growth

0%

1 year growth

-2%

2 year growth

0%
Simplify Jobs

Simplify's Take

What believers are saying

  • Growing demand for youth mental health services boosts Charlie Health's market potential.
  • Partnerships with educational institutions expand access to student mental health support.
  • Advancements in AI enhance personalized treatment plans, improving service effectiveness.

What critics are saying

  • Increased competition from established telehealth providers like Talkspace.
  • Rapid scaling may challenge service quality and outcomes.
  • Dependence on healthcare partnerships poses risks if operational challenges arise.

What makes Charlie Health unique

  • Charlie Health offers a virtual Intensive Outpatient Program for personalized mental health care.
  • The company provides rapid service initiation within 24 hours, enhancing accessibility.
  • Charlie Health's peer connection model fosters long-term healing among young clients.

Help us improve and share your feedback! Did you find this helpful?

Benefits

Health Insurance

Mental Health Support

Flexible Work Hours

Professional Development Budget

Performance Bonus

INACTIVE