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.
Requirements
- 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
Benefits
- Comprehensive benefits to all full-time, exempt employees
- Incentive compensation
- Discretionary bonuses
- Short and long-term incentive packages
- Other Charlie Health-sponsored benefits
