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    Care Experience Manager - Nashville, United States - Charlie Health

    Charlie Health
    Charlie Health Nashville, United States

    2 weeks ago

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    Description
    Job Description

    Job Description

    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


    As the Care Experience Manager, you will lead a team of Care Experience Leads and Specialists dedicated to providing exceptional customer support to Charlie Health clients.

    Your responsibilities will include overseeing the day-to-day operations of the Care Experience team, ensuring client satisfaction, and driving performance improvements.

    Our team is comprised 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

    Lead a team of 12-15 care experience leads and specialists to provide exceptional customer support to Charlie Health clients
    Care Experience Specialists support clients and families by:

    Liaising between the client and admissions, billing, utilization review, outreach and clinical teams
    Resolving client and family concerns and directing to other staff as needed
    Identifying gaps in treatment attendance and reaching out to clients to resolve issues with treatment that may be leading to non-attendance proactively
    Managing client schedule, scheduling and rescheduling appointments
    Care Experience Leads oversee 4-8 Care Experience Specialists

    Ensure direct reports are meeting determined KPIs including: call answer rates, daily talk time, daily call volume, issue resolution rate, time to resolution, aftercare appointment scheduling rate, and customer satisfaction scores
    Support re-engagement efforts made by specialists for clients struggling to attend treatment
    Complete daily reviews of support cases (email, internal, SMS, and phone) to ensure all cases are resolved within 48 hours
    Serve as an escalation point for client concerns that can't be resolved by Care Experience Specialists
    Report to team leadership on KPIs, proactively identify performance issues, and escalate to management
    Listen to Care Experience specialist calls for quality assurance purposes and provide regular coaching to Care Experience Specialists
    Requirements


    4+ years of relevant work experience in customer success, care coordination, call center management, or a related field within the healthcare industry.

    Excellent track record of managing and motivating high-performing teams, using data to drive decision-making and measure performance.
    1+ years of experience managing indirect reports (managing managers)
    Exceptional communication, interpersonal, listening, and relationship-building skills
    Resourceful with a natural ability to structure and solve ambiguous business problems
    Proactive self-starter and natural multitasker with a willingness to "be scrappy"
    Passion for mental health
    Work authorized in the United States and native or bilingual English proficiency
    Bachelor's degree in a relevant field (e.g., Communications, Business Administration, Hospitality Management, etc.) preferred.
    Proven experience in customer service, complaint resolution, or quality assurance roles, preferably in a healthcare, hospitality, or service-oriented industry.
    Excellent communication and interpersonal skills, with the ability to interact effectively with customers, colleagues, and stakeholders at all levels.
    Demonstrated problem-solving abilities and a proactive approach to addressing challenges and driving continuous improvement.
    Experience managing virtual teams highly preferred
    Experience with Salesforce highly preferred
    Proficiency with Google Suite, Microsoft Office, and online conferencing tools
    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, and WA for this position.
    Our Values

    Connection
    Care deeply
    We care personally about every single person in the Charlie Health ecosystem: our clients, providers, and team members alike.
    Inspire hope
    We inspire hope with every interaction, reminding our clients that we truly and unconditionally believe in them.
    Congruence
    Stay curious
    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.
    Heed the evidence
    Above all, we're results-oriented. When we find data that calls our original plan into question, we modify or pivot.
    Commitment
    Act with urgency
    We work as swiftly as possible. The mental health crisis is relentless, and so are we.
    Don't give up
    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:

    -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 email addresses. Legitimate emails will never originate from , , 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.

    #J-18808-Ljbffr
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