Client Advocacy Manager

Charlie Health

108d

About The Position

As the Client Advocacy Manager, you will be responsible for creating and leading a team of Care Experience Specialists specializing in deescalation strategies in order to provide exceptional customer support to Charlie Health clients. Your mission will be to surprise and delight clients with your team’s ability to solve their escalated concerns. You will be responsible for championing client frustrations across the organization and working collaboratively across care ops, clinical, compliance and many other teams to find solutions. Once you build out the team, you will play a pivotal role in identifying trends in client frustrations and addressing the root causes before they impact.

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, 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

Responsibilities

• Lead a team of 3-5 care experience specialists to serve 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

Benefits

• Comprehensive benefits to all full-time, exempt employees

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 11-50 employees