Care Experience Specialist

1. About Our Client : The organization operates in the behavioral health sector, addressing the challenges faced by individuals with mental health conditions, substance use disorders, and eating disorders. It focuses on overcoming barriers such as limited local treatment options, long wait times, and impersonal care by providing personalized, virtual behavioral health treatment. The organization emphasizes connection among clients, clinicians, care teams, families, and communities, aiming to expand access and improve outcomes, particularly for people with complex needs.

2. About the Opportunity : The Care Experience Specialist supports clients and families throughout their treatment journey by welcoming them post-admission, building rapport, and coordinating care. This role serves as the primary point of contact between clients and internal teams to ensure client needs are met and to deliver a consistent and supportive treatment experience.

3. Responsibilities :

• Respond to inbound calls, emails, and texts, addressing patient and family concerns efficiently
• Serve as liaison between clients and internal teams including Admissions, Billing, Utilization Review, Outreach, and Clinical
• Support clinical care team requests to enhance patient experience
• Identify and address treatment attendance gaps by proactively reaching out to clients
• Provide aftercare resources and assist families in scheduling post-treatment appointments
• Manage and adjust client schedules
• Complete documentation promptly and accurately
• Adapt to organizational changes to meet client and referral source needs
• Meet key performance indicators such as call answer rates, issue resolution, and customer satisfaction

4. Requirements :

• Commitment to the organization’s mission and values with dedication to exceptional client service
• High school diploma or equivalent
• At least 2 years experience in customer or patient support roles
• Experience with young adults and adolescents, preferably in healthcare
• 1-2 years of experience with Salesforce or similar CRM
• 1-2 years using contact center technology
• Ability to multitask in a fast-paced environment
• High emotional intelligence
• Knowledge of HIPAA policies
• Authorization to work in the United States and proficiency in English
• Proficiency with cloud-based communication and software tools such as Slack, G-suite, Microsoft Office, Zoom, and EMR

5. Pay Range and Compensation Package :

• Base pay expected between $45,000 and $55,000 per year, determined by location and experience
• Compensation may include incentive pay, discretionary bonuses, and other benefits

6. Equal Opportunity Statement : Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note: RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.