Care Experience Quality Lead

About the Role

As the Care Experience Quality Lead, you will play a pivotal role in ensuring the highest standards of customer care and satisfaction within our organization. You will oversee complaint resolution, client escalations, and quality assurance processes, working closely with internal teams to drive improvements and maintain excellent service delivery. Additionally, you will have direct reports, leading and guiding them to uphold our commitment to exceptional customer experiences. Success will be measured via CSAT, complaint resolution rate, team quality scores, and team performance.

Our team is full 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

• Complaint Resolution:
• Manage the end-to-end process of handling customer complaints, ensuring timely and satisfactory resolutions. Investigate root causes of complaints and implement corrective actions to prevent recurrence.
• Client Escalations:
• Serve as the primary point of contact for escalated client issues, addressing concerns promptly and effectively to restore confidence and trust in our services.
• Quality Assurance:
• Develop and implement quality assurance protocols and standards to uphold service excellence. Conduct regular audits, monitor performance metrics, and identify areas for improvement.
• Cross-Functional Collaboration:
• Collaborate with other departments, including customer support, operations, and product development, to address systemic issues and improve overall customer satisfaction.
• Data Analysis:
• Analyze customer feedback, complaints, and service metrics to identify trends, patterns, and areas for improvement. Use insights to drive strategic decision-making and enhance the customer experience.
• Process Improvement:
• Continuously evaluate and refine internal processes related to complaint handling, escalation management, and quality assurance to streamline operations and maximize efficiency.

Qualifications

• 2-4+ 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 using data to drive decision-making and measure performance
• 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
• Proven experience in customer service, complaint resolution, or quality assurance roles, preferably in a healthcare, hospitality, or service-oriented industry.
• Demonstrated problem-solving abilities and a proactive approach to addressing challenges and driving continuous improvement.
• Experience with Qualtrics
• Proficiency with Salesforce, Google Suite, Microsoft Office, and online conferencing tools
• Work authorized in the United States and native or bilingual English proficiency
• Bachelor's degree in a relevant field (e.g., Business Administration, Hospitality Management, etc.) preferred.

Perks

Our mentality is to find the best, attract the best, and pay the best talent—which is why we prioritize quality over quantity of hires. While we offer zero-stress medical, dental, and vision coverage, competitive salaries, and a generous PTO policy, we're way more excited to tell you about a few "perks” that are unique to Charlie Health. We’ve spent time thinking through what it means to be a mental health company and how we can better align these additional perks with our mission and values.

First and foremost, we believe that no one should ever have to compromise on their mental or physical health. This is why we offer a fully paid subscription to the mindfulness, talk therapy, nutrition, or fitness app of your choice (Headspace, TalkSpace, Noom, Peloton, etc.). We also offer complimentary yoga sessions for you and your loved ones, twice per month, that are hosted by one of our licensed instructors. Our team is big on self-care, and we are committed to helping our employees live happy and healthy lives.

We also want you to live and see our mission in action. We encourage every employee—regardless of department—to shadow our vIOP sessions once per month. And while it’s motivating to experience the care that we provide to patients, we also want to collectively celebrate their successes. This is why we host quarterly events to recognize alumni of our program and bring together patients and team members around shared experiences. Whether it be through a cooking class, a magic show, a comedy act, or a virtual talent competition, we want to uplift our patients and teammates, together.

So—what do you think?

If you’ve made it this far, well, we’re excited to meet you too. Just one more thing that we want you to remember: we pride ourselves on our meritocratic, performance-driven culture. There are lives on the line, and we have teens to save. There’s no room for complacency. Your scope of responsibility and opportunity to make a difference will be uncapped at Charlie Health, but we need your commitment that you will work tirelessly for our patients, parents, and partners. At the end of day, our team is committed to helping you succeed at Charlie Health because when you succeed, our patients succeed, and we get one step closer to solving the mental health crisis. We’re hopeful that this role will give you the experience to go and do whatever you want in life but the fulfillment to make you never want to leave our team. We look forward to solving the mental health crisis, together.

Please do not call our public clinical admissions line in regards to this or any other job posting.