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
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