[Hiring] Care Experience Specialist REMOTE USA

Position: Care Experience Specialist

Date Posted: September 1, 2025

Industry: Behavioral Health / Mental Health / Healthcare

Employment Type: Full-Time

Experience: Minimum 2 years in customer/patient success or support roles

Qualification: High school diploma or equivalent

Salary: $45,000 – $55,000

Location: United States (Remote — not available to candidates in Alaska, California, Colorado, Illinois, Maine, New York, or Washington)

Company: Charlie Health

Description:

• About Charlie Health:
  Charlie Health provides personalized, virtual behavioral health care for people with complex mental health, substance use, and eating disorder needs. Our mission is to remove barriers to treatment—reducing wait times, expanding access, and delivering care that feels human and connected.
• Role Summary:
  As a Care Experience Specialist, you will welcome clients and families after admission, build trusting relationships, and coordinate care throughout their treatment. You’ll be the primary point of contact for clients, help solve access or scheduling issues, and link families with aftercare resources—ensuring each client receives a seamless, compassionate experience.
• Primary Responsibilities:
  • Respond to inbound communications (phone, email, text) and resolve client or family concerns promptly and professionally.
  • Act as a liaison between clients and internal teams such as Admissions, Billing, Clinical, Utilization Review, and Outreach.
  • Support clinical requests that improve the client experience and follow up on care-related needs.
  • Proactively reach out when treatment attendance gaps appear and help remove barriers that may cause non-attendance.
  • Share aftercare options (outpatient therapy providers, community resources) with families and assist in scheduling post-discharge appointments.
  • Manage scheduling—book, reschedule, and confirm client appointments.
  • Complete accurate documentation in a timely manner and meet established KPIs (call answer rates, resolution time, aftercare scheduling rate, customer satisfaction, etc.).
  • Adapt to organizational changes and collaborate across departments to meet client and referral source needs.
• Requirements:
  • Uphold Charlie Health’s mission and provide respectful, client-centered service.
  • Education: High school diploma or equivalent required.
  • Experience: Minimum 2 years in customer success, patient support, or a similar role; experience with adolescents/young adults preferred (healthcare setting a plus).
  • Systems: 1–2 years’ experience with Salesforce (or equivalent CRM) and contact center technology.
  • Skills: Strong multitasking ability, emotional intelligence, excellent written and verbal communication, and sound judgment.
  • Compliance: Knowledge of HIPAA and commitment to protecting client privacy.
  • Authorization: Must be authorized to work in the United States and possess native or bilingual English proficiency.
  • Tech proficiency: Comfortable with cloud collaboration and communication tools (Slack, G-Suite, Microsoft Office, Zoom, EMR).
• Compensation & Benefits:
  • Base pay range: $45,000–$55,000 annually (final offer depends on location, experience, and other factors).
  • Full-time employees are eligible for comprehensive benefits (medical, paid time off, and other programs) as described during recruiting/onboarding. Total compensation may include incentive pay, discretionary bonuses, and eligibility for additional company-sponsored plans.
• Additional Information & Hiring Policies:
  • This position is not available to applicants in AK, CA, CO, IL, ME, NY, or WA.
  • Charlie Health will not charge any fee or request banking information during the interview process; all official communications come from @charliehealth.com addresses.
  • Recruiting agencies should not submit unsolicited referrals; the company manages agency relationships through its vendor process.
• Our Values:
  • Connection: Care deeply and inspire hope.
  • Congruence: Stay curious and follow the evidence.
  • Commitment: Act with urgency and don’t give up.

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