Job Description
Client Support Specialist
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 Client Support 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 Client Support 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.
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
- Answering inbound calls and resolving patient and family concerns or requests efficiently and effectively
- Acting as a liaison between patients and admissions, billing, utilization review, outreach and clinical teams
- Supporting clinical care team requests 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, task request volume, daily talk time, daily call volume, issue resolution rate, time to resolution, and customer satisfaction scores
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)