Care Experience Team Lead

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
• 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

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
• 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

Benefits

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

The total target base compensation for this role will be between $57,000-$73,000 per year at the commencement of employment. In addition to base compensation, this role also offers a a target performance-based bonus. The expected total cash compensation range, including potential bonus, will be up to $63,000-$80,000 per year. Please note, pay will be determined on an individualized basis and will be impacted by location, experience, expertise, internal pay equity, and other relevant business considerations. Further, cash compensation is only part of the total compensation package, which, depending on the position, may include stock options and other Charlie Health-sponsored benefits.

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