Care Experience Specialist

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)

Answer inbound calls, emails, and texts to resolve patient and family concerns Act as a liaison between patients and internal Charlie Health teams Support client-related requests from the Clinical Care team Identify and resolve issues with treatment attendance Communicate aftercare resources and schedule appointments Manage client schedules and appointments Complete all documentation in a timely and accurate manner Adapt to organizational change Meet determined KPIs