Care Experience Specialist
$45,000–$55,000 year
Remote · United States
Job Summary
Care Experience Specialist responsible for welcoming clients post-admission, building rapport, and providing care coordination and customer service to meet client needs throughout treatment. Acts as liaison between clients and internal teams (Admissions, Billing, Utilization Review, Outreach, Clinical) to ensure an unparalleled experience, identify gaps in treatment attendance, and coordinate aftercare resources. Responsibilities include handling inbound communications, scheduling and rescheduling appointments, documenting accurately, and meeting KPIs such as call answer rates, issue resolution, and aftercare scheduling. Requires a high school diploma, 2+ years in customer/patient success or support, experience with Salesforce/CRM, contact-center tech, HIPAA knowledge, US work authorization, and proficiency with Slack, G-suite, Microsoft Office, Zoom, and EMR.
Required Qualifications
- High school diploma or equivalent
- Minimum 2 years experience in a customer/patient success or support role
- Experience working with young adults and adolescents (healthcare setting preferred)
- 1-2 years of Salesforce experience (or equivalent CRM platform)
- 1-2 years of experience using contact center technology
- Strong multitasking ability in a fast-paced environment
- Demonstrates high emotional intelligence
- Knowledge of HIPAA policies and procedures
- Work authorized in the United States and native or bilingual English proficiency
- Proficiency with cloud-based communication and software (Slack, G-suite, Microsoft Office, Zoom & EMR)
Additional Requirements
- Not available to candidates in Alaska, Maine, Washington DC, New Jersey, California, New York, Massachusetts, Connecticut, Colorado, Washington State, Oregon, or Minnesota.
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