Care Experience Specialist

charliehealthbehavioralhealthoperations; United States; Remote; USD 42,000 - 65,000; Full time

Benefits offered by this job

Benefits package

Remote work arrangements

Job summary

Charlie Health Behavioral Health Operations is seeking a remote Client Support Specialist to assist clients and families after admission. You will resolve questions, coordinate with internal teams, and help address barriers to care.

The role requires strong communication, empathy, and HIPAA awareness in a fast-paced setting, with a focus on timely follow-ups and accurate documentation.

Qualifications

• Two years in customer support, patient support, or similar service role.
• Experience with adolescents or young adults; healthcare experience preferred.
• Experience using Salesforce CRM and contact center tools.
• Familiarity with HIPAA practices and cloud-based tools for communication and EMR.
• U.S. work authorization and native or bilingual English proficiency.

Responsibilities

• Respond to calls, messages, and emails from clients and families and resolve concerns promptly.
• Coordinate with admissions, billing, clinical, outreach, and utilization review teams to route questions.
• Follow up on attendance gaps and address barriers to participating in care.
• Manage appointment scheduling and changes and help families arrange follow-up care after the program.
• Maintain accurate, timely records and meet service measures for responsiveness and satisfaction.

Skills

Multitasking

Communication

Emotional intelligence

Education

High school diploma or equivalent

Tools

Salesforce CRM

Contact center tools

Job description

Role overview

Support clients and families throughout virtual behavioral health treatment, serving as a consistent point of contact after admission. The role combines responsive customer service with care coordination: resolving questions, connecting people with internal teams, and helping address obstacles that could interrupt treatment.

Responsibilities

• Respond to incoming calls, messages, and emails from clients and families, working to resolve concerns promptly.
• Coordinate with admissions, billing, clinical, outreach, and utilization review teams to route questions and requests.
• Follow up when attendance gaps arise and help clients address barriers to participating in care.
• Manage appointment scheduling and changes, and help families arrange follow-up care after the program.
• Maintain accurate, timely records and meet service measures covering responsiveness, resolution, follow-up scheduling, and satisfaction.

Requirements

• High school diploma or equivalent and at least two years in customer support, patient support, or a similar service role.
• Experience working with adolescents or young adults; healthcare experience is preferred.
• One to two years using a CRM such as Salesforce and contact center tools.
• Strong multitasking, communication, and emotional intelligence skills in a fast-paced setting.
• Familiarity with HIPAA practices and cloud-based communication, office, video, and electronic medical record tools.
• U.S. work authorization and native or bilingual English proficiency.

Benefits and work setup

The role is remote, with some state-based location restrictions. Full-time exempt employees are offered a benefits package. Employment requires applicable state background checks; fingerprint screening may apply in some states.