Care Experience Specialist

The Care Experience Specialist serves as the primary liaison between patients, families, and internal care teams throughout a client’s treatment experience. This role focuses heavily on patient support, appointment scheduling, care coordination, issue resolution, attendance follow-up, aftercare planning, and customer service.

The specialist works closely with Admissions, Billing, Clinical Care, Outreach, and Utilization Review teams to ensure patients receive timely support and a positive treatment experience. Success in this role requires strong communication skills, emotional intelligence, multitasking ability, CRM experience, and comfort working in a high-volume contact center environment with strict performance metrics.

### Key Responsibilities

* Answer inbound calls, emails, and text messages from patients and families
* Resolve patient concerns and service requests
* Act as liaison between patients and internal departments
* Coordinate care-related requests with clinical teams
* Identify attendance gaps and proactively contact patients
* Schedule and reschedule appointments
* Assist families with aftercare resources and referrals
* Help schedule post-treatment appointments
* Maintain accurate documentation and records
* Track and meet performance metrics and KPIs
* Support patient satisfaction initiatives
* Provide ongoing customer service throughout treatment

### Requirements

* High school diploma or equivalent
* Minimum 2 years customer service, patient support, or patient success experience
* Experience working with young adults and adolescents preferred
* 1–2 years Salesforce experience or similar CRM platform
* 1–2 years contact center technology experience
* Knowledge of HIPAA policies and procedures
* Strong multitasking skills
* Strong emotional intelligence and communication skills
* Ability to work in a fast-paced environment
* Experience using Google Suite, Microsoft Office, Zoom, Slack, and EMR systems

### Preferred Qualifications

* Healthcare experience preferred
* Behavioral health experience preferred
* Patient coordination experience preferred
* Care navigation experience preferred
* Family support experience preferred

### Benefits

* Comprehensive benefits package
* Remote work environment
* Potential bonus opportunities
* Additional Charlie Health employee benefits

### Good Fit For

This role may be a strong fit for candidates with experience in patient support, care coordination, customer service, healthcare scheduling, patient navigation, behavioral health support, case management support, admissions support, or healthcare call center operations.