Hotel Front Desk Manager
AvantStay
Client Advocacy Manager
Charlie Health
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Lead a team of 3-5 care experience specialists to serving as the escalation point for the rest of the Charlie Health team
- Serve as the lead escalation point for client concerns that can’t be resolved by Care Experience Team
- Coordinate responses to client escalations with senior leadership across multiple departments at Charlie Health. Act as the owner and manager for these incidents
- Develop and manage KPIs related to escalation resolution. Ensure team members are meeting these targets
- Support re-engagement efforts made by Care Experience team for clients who have expressed frustration in the program
- Listen to Care Experience specialist calls for quality assurance purposes and provide regular coaching to Care Experience Specialists
- Complete daily reviews of support cases (email, internal, SMS, and phone) to ensure all cases are resolved within 24 hours
- Report to leadership on KPIs, proactively identify performance issues, and escalate to management
- Liaise between the client and admissions, billing, utilization review, outreach and clinical teams to resolve client and family concerns and coordinate with other staff as needed
- Identify gaps in treatment attendance and proactively reach out to clients to resolve issues leading to non-attendance
- Manage client schedules, including scheduling and rescheduling appointments
Requirements
- 4+ years of relevant work experience in customer success, care coordination, call center management, or a related field within the healthcare industry.
- Clinical background and ability to communicate with clinicians preferred
- Exceptional communication and deescalation skills, you are motivated by solving difficult problems for clients and providing exceptional service
- Excellent track record of managing and motivating high-performing teams, using data to drive decision-making and measure performance.
- Exceptional 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" driving continuous improvement
- Passion for mental health and working with underserved populations
- 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.
- Experience managing virtual teams highly preferred
- Experience with Salesforce highly preferred
- Proficiency with Google Suite, Microsoft Office, and online conferencing tools
- Work authorized in the United States and native or bilingual English proficiency
Benefits
- Charlie Health is pleased to offer comprehensive benefits to all full-time, exempt employees. Read more about our benefits here: https://www.charliehealth.com/careers/behavioral-health-operations#benefits
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successcare coordinationcall center managementquality assuranceKPI managementcomplaint resolutiondata-driven decision makingschedulingmultitaskingproblem solving
Soft skills
communicationdeescalationinterpersonal skillslistening skillsrelationship buildingmotivationresourcefulnessproactivitycontinuous improvementteam management
