Care Experience Team Lead

Bachelor's degree in health sciences, business administration, communications, or relevant field Minimum 2+ years of relevant work experience including direct management or supervision and customer service or patient-support experience 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 call/contact center technology required Impeccable customer service, interpersonal, relationship-building, and listening skills Ability to interpret and utilize data or individual metrics to manage team performance Ability to thrive in fast-paced environment and multi-task with impeccable attention to detail 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) Available to work until 8 or 9 pm MT Monday through Friday Flexibility with hours during peak seasons and availability during agreed upon schedule required

Supervise a team of Care Experience Specialists to ensure exceptional customer support for all Charlie Health clients, at every encounter Monitor the performance, attendance, and professional conduct of each direct report Coach direct reports to meet individual and team KPIs, such as: Resolve complex, multi-faceted patient and family concerns or requests efficiently and effectively Support Care Experience Specialists with escalated client requests through resolution, including direct client/family outreach when needed Report to Care Experience Manager on individual/team KPIs and schedule adherence, proactively identify performance issues, work avoidance or misconduct and escalate to leadership as needed Conduct weekly individual and team meetings to support performance, engagement, and morale Support new hires with high quality onboarding plans, ongoing training, and coaching towards quality performance Complete daily reviews of the Charlie Cares request queue to identify gaps in service and assigning outreach responsibilities to your team of Specialists as needed Liaison between patients and Charlie Health internal teams such as Admissions, Billing, Utilization Review, Outreach, and Clinical Teams Adapt to organizational change and departmental restructuring to fit the needs of our clients, families, and referral sources Provide select clients and families with additional support, by conducting weekly check ins and providing updates to internal and external care team members Conduct biannual performance reviews for direct reports