Care Experience Specialist

The Care Experience Specialist will support our incredible clients and families throughout treatment. This candidate will welcome clients and families into our program post-admission, build rapport, and provide care coordination and customer service to ensure all client needs are met throughout their time in treatment. The Care Experience Specialist will also act as the liaison between clients and other internal Charlie Health teams to provide a primary point of contact and an unparalleled experience for those in our care. Responsibilities include answering inbound calls, emails, and texts and resolving patient and family concerns or requests efficiently and effectively, acting as a liaison between patients and internal Charlie Health teams such as, Admissions, Billing, Utilization Review, Outreach and Clinical Support client-related requests from the Clinical Care team to improve the patient’s experience. It also includes identifying gaps in treatment attendance and reaching out to clients to resolve issues with treatment that may be leading to non-attendance proactively and completing all documentation in a timely and accurate manner.