Client Success Manager

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