Care Experience Specialist

The Care Experience Specialist serves as the primary point of contact for clients and families after admission into Charlie Health’s behavioral health programs. This role focuses on delivering exceptional patient support, resolving concerns, coordinating care, scheduling appointments, facilitating communication between departments, and ensuring a positive treatment experience from admission through discharge.

The position is highly metrics-driven and combines customer service, care coordination, patient advocacy, scheduling, and administrative support. Specialists work closely with Admissions, Billing, Clinical, Outreach, and Utilization Review teams to ensure client needs are addressed quickly and effectively.

### Key Responsibilities

* Answer inbound calls, emails, and text messages
* Resolve patient and family concerns
* Serve as liaison between patients and internal departments
* Support client-related requests from clinical teams
* Identify attendance gaps and missed appointments
* Conduct outreach to improve treatment participation
* Coordinate aftercare resources and referrals
* Assist families with scheduling post-treatment appointments
* Manage appointment scheduling and rescheduling
* Maintain accurate documentation
* Track and update patient information
* Collaborate with Admissions, Billing, Clinical, Outreach, and Utilization Review teams
* Adapt to workflow and organizational changes
* Meet departmental productivity and quality KPIs

### Performance Metrics

* Call answer rates
* Daily talk time
* Daily call volume
* Issue resolution rates
* Time-to-resolution goals
* Aftercare scheduling rates
* Customer satisfaction scores

### Requirements

* High School Diploma or equivalent
* Minimum 2 years customer service, patient support, or client success experience
* Salesforce or CRM experience
* Contact center technology experience
* Strong multitasking abilities
* Strong communication skills
* High emotional intelligence
* Knowledge of HIPAA requirements
* Proficiency with Slack, Google Workspace, Microsoft Office, Zoom, and EMR systems
* Ability to work in a fast-paced environment
* Strong organizational skills
* Strong problem-solving abilities
* Work authorization in the United States
* Native or bilingual English proficiency

### Preferred Qualifications

* Healthcare customer service experience
* Behavioral health experience
* Patient navigation experience
* Care coordination experience
* Appointment scheduling experience
* Client success experience
* Patient advocacy experience
* Medical office experience

### Benefits

* Comprehensive medical benefits
* Dental and vision coverage
* Paid time off
* Career growth opportunities
* Remote work environment
* Mission-driven healthcare organization
* Professional development opportunities

### Phone Level Breakdown

* Inbound calls: High
* Patient support calls: High
* Family communication: High
* Appointment scheduling: Moderate
* Documentation: Moderate
* Email and text communication: Moderate

### Best Fit For

Candidates with experience in customer service, patient support, care coordination, healthcare administration, appointment scheduling, client success, behavioral health support, or call center operations who enjoy helping patients and families navigate healthcare services.