Client Success Manager

Posted 3.20.24
Location
Remote

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

This dynamic role provides supervision and leadership to our care experience team as our team provides an unparalleled treatment experience for patients and families. This position will also focus on developing and overseeing our relationships with referral sources, a critical aspect of our operations. 

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 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
    • Communicate aftercare resources (ie outpatient therapy providers) to families and work with families to schedule appointments post-Charlie Health
    • Managing client schedule, scheduling and rescheduling appointments 
  • 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
  • Complete daily reviews of client census to identify gaps in attendance and assign outreach responsibilities to Specialists as needed
  • Complete daily reviews of support cases to ensure all cases are resolved within 24 hours
  • 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
  • Serve as an escalation point for client concerns that can’t be resolved by Care Experience Specialists
  • Participate in treatment team meetings with clinical staff

Requirements

  • Able to work a hybrid schedule of 4 days/week in our Nashville office and located within 75 minutes’ commuting distance of the office
  • Strong interpersonal, relationship-building, and listening skills
  • Ability to thrive in fast-paced environment with attention to detail and quality of client experience
  • Bachelor’s degree in psychology, sociology, social work, communications or related field
  • Minimum of three years experience managing a team of customer service representatives, or a care coordination or case management team
  • Healthcare experience strongly preferred
  • Work authorized in the United States and native or bilingual English proficiency
  • Proficiency with Slack, Dropbox, Gmail, Zoom, Google Drive, and electronic health records; previous experience managing a team in Salesforce required
  • Proficiency in Microsoft Office and G-Suite

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: 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.

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