Care Experience Specialist

Role overview Support clients and families throughout virtual behavioral health treatment, serving as a consistent point of contact after admission. The role combines responsive customer service with care coordination: resolving questions, connecting people with internal teams, and helping address obstacles that could interrupt treatment.

Responsibilities - Respond to incoming calls, messages, and emails from clients and families, working to resolve concerns promptly. - Coordinate with admissions, billing, clinical, outreach, and utilization review teams to route questions and requests. - Follow up when attendance gaps arise and help clients address barriers to participating in care. - Manage appointment scheduling and changes, and help families arrange follow-up care after the program. - Maintain accurate, timely records and meet service measures covering responsiveness, resolution, follow-up scheduling, and satisfaction.

Requirements - High school diploma or equivalent and at least two years in customer support, patient support, or a similar service role. - Experience working with adolescents or young adults; healthcare experience is preferred. - One to two years using a CRM such as Salesforce and contact center tools. - Strong multitasking, communication, and emotional intelligence skills in a fast-paced setting. - Familiarity with HIPAA practices and cloud-based communication, office, video, and electronic medical record tools. - U.S. work authorization and native or bilingual English proficiency.

Benefits and work setup The role is remote, with some state-based location restrictions. Full-time exempt employees are offered a benefits package. Employment requires applicable state background checks; fingerprint screening may apply in some states.