Full-Time

Client Support Specialist

Charlie Health

Charlie Health

1,001-5,000 employees

Virtual intensive mental healthcare for young individuals


Junior

Remote in USA

Required Skills
Communications
Salesforce
Requirements
  • 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
  • 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)
Responsibilities
  • 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

Company Stage

Seed

Total Funding

$1.4M

Headquarters

Bozeman, Montana

Founded

2020

Growth & Insights
Headcount

6 month growth

28%

1 year growth

75%

2 year growth

272%