About the Role

Charlie Health is looking for a dynamic, passionate individual to support our incredible clients and families throughout treatment as a Care Experience Specialist. This candidate will support new clients and families by finding the best therapist match for individual and family therapy. The scheduling team is also responsible for supporting our Clinical Care team by managing therapist reassignments and supporting ad hoc scheduling requests. 

Our team is composed of passionate, forward-thinking professionals eager to take on the challenge of the mental health crisis and play a formative role in providing life-saving solutions. We are looking for a candidate who is inspired by our mission and excited by the opportunity to build a business that will impact millions of lives in a profound way.

Responsibilities

• Match and schedule new clients for individual and family therapy sessions
• Support therapist reassignment and scheduling requests from the Clinical Care team to improve the patient’s experience
• Collaborate with internal Charlie Health teams such as: Clinical, Psychiatry, Billing, and Discharge Planners
• 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: number of client assignments, quality and timeliness of client outreach, and customer satisfaction

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
• Take great pride in providing clients with exceptional service in order to support their mental health journeys
• 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)

Benefits

Charlie Health is pleased to offer comprehensive benefits to all full-time, exempt employees. Read more about our benefits here.

Additional Information

Note to Colorado applicants: applications will be accepted and reviewed on a rolling basis

Note: We are not currently considering applicants in CA, CO, NY, IL, and WA for this position. #LI-Remote