Client Support Specialist
June 3
Description
• Charlie Health is looking for a dynamic, passionate individual to support clients post-admission • Act as a liaison between clients and internal Charlie Health teams • Support client-related requests from the Clinical Care team to improve the patient’s experience • Identifying gaps in treatment attendance and reaching out to clients • Communicate aftercare resources to families and schedule appointments • 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 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 • 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 • 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 on the provided link.
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