Care Experience Specialist
Core
Support clients and families throughout behavioral health treatment by providing care coordination, customer service, and acting as a primary liaison between patients and internal teams.
Role type
Care Experience Specialist (Customer Success/Support)
Builds
Patient experience and care continuity for individuals with mental health conditions, substance use disorders, and eating disorders
Domain
Behavioral Health / Mental Health
Deliverable
client delivery
Required skills
Customer/patient success, Salesforce/CRM, contact center technology, HIPAA compliance, emotional intelligence, multitasking, scheduling management
Preferred skills
Experience with young adults and adolescents, healthcare setting experience
Technologies
Salesforce, Slack, G-suite, Microsoft Office, Zoom, EMR
Responsibilities
Answer inbound calls, emails, and texts to resolve patient and family concerns; Act as a liaison between patients and internal teams (Admissions, Billing, Utilization Review, Outreach, Clinical); Support client-related requests from the Clinical Care team; Identify gaps in treatment attendance and proactively reach out to resolve issues; Communicate aftercare resources and schedule appointments; Manage client schedules; Complete documentation timely and accurately.
Seniority
Individual Contributor, mid-level (2+ years experience)