Care Experience Team Lead

Posted Mar 28

Why Charlie Health?

Young people across the nation are grappling with a mental health crisis characterized by escalating rates of depression, anxiety, trauma, substance use disorders, and suicide. Individuals who seek support are met by geographical and financial barriers, driving increased urgency for a new approach to behavioral health treatment.

At Charlie Health, our mission is to connect the world to life-saving mental health treatment. Our treatment programs combine curated peer groups, individual therapy, and family therapy into personalized, evidence-based treatment plans to provide long-term healing from home. By prioritizing connections among young people with shared mental health experiences and goals, Charlie Health fosters sustainable healing and achieves industry-leading clinical outcomes, with over 90% of our clients seeing improvement in their most severe mental health symptoms.

Every member of the Charlie Health team is fueled by an unwavering passion for our mission. If you share this commitment, we invite you to join us in making a tangible impact on the mental health landscape.

About the Role

Charlie Health is looking for a dynamic, passionate Care Experience Team Lead to provide support and supervision to our broader team of Care Experience Specialists. Together, the Care Experience Team will be responsible for providing unparalleled customer support for all Charlie Health patients and families throughout their treatment experiences. 

The Care Experience Team Lead will manage, monitor, and motivate Care Experience Specialists to ensure we are fulfilling clients’ and families’ important requests and meeting expectations. The Care Experience Team Lead will be responsible for addressing escalated client and family requests or concerns, providing internal support to direct reports and external supplementary outreach and support to clients in need of extra care. The Care Experience Team Lead will also act as a liaison between clients and other internal Charlie Health teams, coordinating closely with internal departments, to provide families with a centralized primary point of contact, ensure adherence to standard internal procedures and better support clients in our care. 

Our team is composed of passionate, forward-thinking professionals eager to take on the challenge of the mental health crisis and play a formative role in providing life-saving solutions. We are looking for a candidate who is inspired by our mission and excited by the opportunity to build a business that will impact millions of lives in a profound way.

Responsibilities

  • Supervise a team of Care Experience Specialists to ensure exceptional customer support for all Charlie Health clients, at every encounter
  1. Monitor the performance, attendance, and professional conduct of each direct report
  • Coach direct reports to meet individual and team KPIs, such as:
  1. Number of task points accrued for completed client support requests
  2. Percentage of client support requests resolved within 1 business day
  3. Number of inbound calls handled 
  4. Call quality score
  5. 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

Requirements

  • 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
  1. 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)
  • Flexibility with hours during peak seasons and availability during agreed upon schedule required

Benefits

Charlie Health is pleased to offer comprehensive benefits to all full-time, exempt employees. Read more about our benefits here. #LI-REMOTE

Note: We are not currently considering applicants in CA, CO, NY, IL, and WA for this position. #LI-REMOTE

Our Values

  1. Connection
  2. Care deeply
  3. We care personally about every single person in the Charlie Health ecosystem: our clients, providers, and team members alike.
  4. Inspire hope
  5. We inspire hope with every interaction, reminding our clients that we truly and unconditionally believe in them.
  6. Congruence
  7. Stay curious
  8. We ask “why” five times before we’re satisfied with the answer. We don’t stick to the status quo; we challenge our assumptions and remain humble.
  9. Heed the evidence
  10. Above all, we’re results-oriented. When we find data that calls our original plan into question, we modify or pivot.
  11. Commitment
  12. Act with urgency
  13. We work as swiftly as possible. The mental health crisis is relentless, and so are we.
  14. Don’t give up
  15. Our clients don’t give up and neither do we. Persistence is our superpower.

Please do not call our public clinical admissions line in regard to this or any other job posting.

Please be cautious of potential recruitment fraud. If you are interested in exploring opportunities at Charlie Health, please go directly to our Careers Page: https://www.charliehealth.com/careers/current-openings. Charlie Health will never ask you to pay a fee or download software as part of the interview process with our company. In addition, Charlie Health will not ask for your personal banking information until you have signed an offer of employment and completed onboarding paperwork that is provided by our People Operations team. All communications with Charlie Health Talent and People Operations professionals will only be sent from @charliehealth.com email addresses. Legitimate emails will never originate from gmail.com, yahoo.com, or other commercial email services.

Recruiting agencies, please do not submit unsolicited referrals for this or any open role. We have a roster of agencies with whom we partner, and we will not pay any fee associated with unsolicited referrals.

At Charlie Health, we value being an Equal Opportunity Employer. We strive to cultivate an environment where individuals can be their authentic selves. Being an Equal Opportunity Employer means every member of our team feels as though they are supported and belong. We value diverse perspectives to help us provide essential mental health and substance use disorder treatments to all young people.

Charlie Health applicants are assessed solely on their qualifications for the role, without regard to disability or need for accommodation.