Manager, Account Management
Customer.io
Care Experience Manager
Charlie Health
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Lead a team of 12-15 care experience leads and specialists to provide exceptional customer support to Charlie Health clients
- 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
- Managing client schedule, scheduling and rescheduling appointments
- Care Experience Leads oversee 4-8 Care Experience Specialists
- 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
- Support re-engagement efforts made by specialists for clients struggling to attend treatment
- Complete daily reviews of support cases (email, internal, SMS, and phone) to ensure all cases are resolved within 48 hours
- Serve as an escalation point for client concerns that can’t be resolved by Care Experience Specialists
- 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
Requirements
- 4+ years of relevant work experience in customer success, care coordination, call center management, or a related field within the healthcare industry.
- Excellent track record of managing and motivating high-performing teams, using data to drive decision-making and measure performance.
- 1+ years of experience managing indirect reports (managing managers)
- Exceptional communication, interpersonal, listening, and relationship-building skills
- Resourceful with a natural ability to structure and solve ambiguous business problems
- Proactive self-starter and natural multitasker with a willingness to “be scrappy”
- Passion for mental health
- Work authorized in the United States and native or bilingual English proficiency
- Bachelor's degree in a relevant field (e.g., Communications, Business Administration, Hospitality Management, etc.) preferred.
- Proven experience in customer service, complaint resolution, or quality assurance roles, preferably in a healthcare, hospitality, or service-oriented industry.
- Excellent communication and interpersonal skills, with the ability to interact effectively with customers, colleagues, and stakeholders at all levels.
- Demonstrated problem-solving abilities and a proactive approach to addressing challenges and driving continuous improvement.
- Experience managing virtual teams highly preferred
- Experience with Salesforce highly preferred
- Proficiency with Google Suite, Microsoft Office, and online conferencing tools
