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Care Experience Specialist

Posted on 6/28/2024

Charlie Health

Charlie Health

1,001-5,000 employees

Virtual intensive outpatient mental health care


Remote in USA

Customer Experience
Customer Support
Customer Success & Support
Required Skills
  • Upholds Charlie Health's Mission, Vision, and Values
  • Associate’s degree in health sciences, business administration, communications or relevant field required
  • 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 (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 (Slack, G-suite, Microsoft Office, Zoom & EMR)
  • Answer inbound calls, emails, and texts and resolving patient and family concerns or requests efficiently and effectively
  • Act as a liaison between patients and internal Charlie Health teams such as, Admissions, Billing, Utilization Review, Outreach and Clinical
  • Support client-related 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-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, daily talk time, daily call volume, issue resolution rate, time to resolution, aftercare appointment scheduling rate, and customer satisfaction scores

Charlie Health provides a virtual Intensive Outpatient Program (IOP) for adolescents and young adults, leveraging virtual technology to offer evidence-based, personalized treatment plans for various high-acuity mental health conditions. The program integrates supported groups, individual therapy, and family therapy to deliver comprehensive care through virtual IOP sessions.

Company Stage


Total Funding



Bozeman, Montana



Growth & Insights

6 month growth


1 year growth


2 year growth