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Charlie Health · 1 day ago

Care Experience Team Lead

United States

Full-time

Remote

Entry, Mid Level

$57K/yr - $73K/yr

2+ years exp

Charlie Health is a rapidly growing organization focused on connecting people to life-saving behavioral health treatment. The Care Experience Team Lead will provide support and supervision to the Care Experience Specialists, ensuring exceptional customer support and addressing escalated client requests while coordinating with internal teams.

Health Care

No H1B

Responsibilities

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:

Number of task points accrued for completed client support requests

Percentage of client support requests resolved within 1 business day

Number of inbound calls handled

Call quality score

First call resolution rate

Understand, and be able to perform, the duties of a Care Experience Specialist

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

Qualification

Customer serviceSalesforceTeam managementCall center technologyData interpretationCloud-based softwareBilingual EnglishInterpersonal skillsAttention to detail

Required

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)

(Internal hires only) Minimum 6 months working as a Sr. Care Experience Specialist at Charlie Health, meeting, or exceeding gold level KPI requirements for the Lead role, as stated in company guidelines

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

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)

Consistent weekends and evening shifts throughout the week ending as late as 9pm MT

Flexibility with hours during peak seasons and availability during agreed upon schedule required