Job Description
Care Experience Specialist: Scheduler
at Charlie Health
Remote, United States
Why Charlie Health?
Young people across the country need our help. The sad reality is that a mental health crisis has taken hold of our most vulnerable populationleading to record levels of depression, anxiety, substance abuse, and self-harm. From Manhattan to Montana, this reality is compounded by issues of access, both geographic and financial. The mental health landscape is systemically broken, and our young people are suffering as a result.
Charlie Health has set out on a mission to reimagine how high acuity care is delivered to young people and families in crisis. Our initial offering is a virtual intensive outpatient program, which places peers with similar mental health experiences and goals into customized virtual groups. Our team of masters-level clinicians lead groups multiple times per week to deliver a higher level of care.
Our goal is to help young people and families heal together. Through a combination of exceptional medical and psychological care, engaged community partnerships, and best-in-class technology, we provide an unparalleled approach to recovery support that serves individual needs in an integrated way. Join us in our mission to ensure that every young personregardless of location or socioeconomic statuscan get the care that they deserve.
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
- Bachelor’s degree in health sciences, business administration, communications or relevant field
- 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 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)