Care Experience Specialist

Charlie Health; United States; Remote; USD 45,000 - 55,000; Full time

Job summary

Join an innovative firm dedicated to reshaping mental healthcare. As a Care Experience Specialist, you'll play a vital role in supporting clients and families throughout their treatment journey. Your responsibilities will include providing exceptional customer service, coordinating care, and ensuring clients receive the support they need. With a focus on empathy and understanding, you will help bridge the gap between clients and our dedicated internal teams. This position offers a unique opportunity to make a meaningful impact in the lives of those seeking mental health support, all while working in a collaborative and supportive environment.

Benefits

Comprehensive Benefits

Flexible Work Environment

Professional Development Opportunities

Discretionary Bonuses

Qualifications

• Minimum 2 years experience in customer/patient success or support role.
• Knowledge of HIPAA policies and procedures is essential.

Responsibilities

• Answer inbound calls, emails, and texts, resolving patient concerns efficiently.
• Act as a liaison between patients and internal teams to enhance care experience.

Skills

Customer Service

Emotional Intelligence

Multitasking

Communication Skills

Problem Solving

Education

High School Diploma or Equivalent

Tools

Salesforce

Slack

G-suite

Microsoft Office

Zoom

EMR

Job description

Why Charlie Health?

We are currently facing a nationwide mental health epidemic marked by rising rates of depression, anxiety, trauma, substance use disorders, and suicide. At the same time, those seeking help often encounter barriers—whether geographic, financial, or systemic—that prevent them from receiving timely and effective care. This urgent need calls for a reimagined approach to behavioral health treatment.

At Charlie Health, our mission is to connect the world to life-saving mental health treatment. Our innovative virtual programs combine curated group sessions, individual therapy, and family therapy, delivered through personalized, evidence-based treatment plans designed for sustainable healing from the comfort of home. By connecting individuals with shared experiences and fostering supportive communities, Charlie Health provides a pathway to long-term recovery, with over 90% of our clients seeing improvement in their most challenging mental health symptoms.

Every member of our team shares a deep commitment to this mission. If you’re driven to make a meaningful impact, we invite you to join us in reshaping the future of mental healthcare.

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 welcome clients and families into our program post-admission, build rapport, and provide care coordination and customer service to ensure all client needs are met throughout their time in treatment. The Care Experience Specialist will also act as the liaison between clients and other internal Charlie Health teams to provide a primary point of contact and an unparalleled experience for those in our care.

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
• Identify gaps in treatment attendance and reach 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
• Manage 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

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
• High school diploma or equivalent
• 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)

Benefits

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

Additional Information

The expected base pay for this role will be between $45,000 and $55,000 per year at the commencement of employment. However, base pay will be determined on an individualized basis and will be impacted by location and years of experience. Further, base pay is only part of the total compensation package, which, depending on the position, may also include incentive compensation, discretionary bonuses, other short and long-term incentive packages, and other Charlie Health-sponsored benefits. #LI-Remote

Our Values

• Connection: Care deeply & inspire hope.
• Congruence: Stay curious & heed the evidence.
• Commitment: Act with urgency & don’t give up.

Please do not call our public clinical admissions line in regard to this or any other job posting.

Please be cautious of potential recruitment fraud. If you are interested in exploring opportunities at Charlie Health, please go directly to our Careers Page: https://www.charliehealth.com/careers/current-openings. Charlie Health will never ask you to pay a fee or download software as part of the interview process with our company. In addition, Charlie Health will not ask for your personal banking information until you have signed an offer of employment and completed onboarding paperwork that is provided by our People Operations team. All communications with Charlie Health Talent and People Operations professionals will only be sent from @charliehealth.com email addresses.

At Charlie Health, we value being an Equal Opportunity Employer. We strive to cultivate an environment where individuals can be their authentic selves. Being an Equal Opportunity Employer means every member of our team feels as though they are supported and belong. We value diverse perspectives to help us provide essential mental health and substance use disorder treatments to all young people.

Charlie Health applicants are assessed solely on their qualifications for the role, without regard to disability or need for accommodation.