Care Experience Quality Lead

Why Charlie Health? Millions of people across the country are navigating mental health conditions, substance use disorders, and eating disorders, but too often, they re met with barriers to care. From limited local options and long wait times to treatment that lacks personalization, behavioral healthcare can leave people feeling unseen and unsupported. Charlie Health exists to change that. Our mission is to connect the world to life-saving behavioral health treatment. We deliver personalized, virtual care rooted in connection-between clients and clinicians, care teams, loved ones, and the communities that support them. By focusing on people with complex needs, we re expanding access to meaningful care and driving better outcomes from the comfort of home. As a rapidly growing organization, we're reaching more communities every day and building a team that s redefining what behavioral health treatment can look like. If you're ready to use your skills to drive lasting change and help more people access the care they deserve, we d love to meet you. 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 ...