Director of Care Experience
| Company | Charlie Health |
|---|---|
| Location | Nashville, TN, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior, Expert or higher |
Requirements
- Bachelor’s degree required, (Masters preferred)
- 4+ years of experience in contact center management, customer service leadership, or operations within a high-growth, client-facing environment (healthcare preferred)
- Proven ability to drive measurable impact on key business KPIs, including efficiency, client satisfaction, and financial performance
- Experience optimizing processes, implementing automation, and leveraging technology to enhance operational effectiveness
- Strong leadership skills, with the ability to build, develop, and inspire high-performing teams
- Proficiency in data analysis and reporting, with experience in tools like Salesforce, Tableau, or similar platforms
- Excellent cross-functional collaboration skills, with a track record of working with Product, Finance, and Clinical teams
- Highly adaptable and strategic mindset, with the ability to thrive in a fast-paced, evolving environment.
Responsibilities
- Plan, develop and implement processes related to enhancing overall client satisfaction in Charlie Health’s clinical program
- Build a team of Care Experience Associates, along with any other management or supervision needed to balance the team structure
- Collaborate closely with Care Delivery, Care Strategy, Continuing Care, and Outreach to prioritize client success and manage relevant existing KPIs
- Supervise and support Care Experience team members through training and professional development
- Connect with Utilization Review and Revenue Cycle Management to plan, develop, and implement ways to improve communication with clients
- Develop and maintain new KPIs related to client experience and satisfaction to enhance your team’s effectiveness
Preferred Qualifications
-
No preferred qualifications provided.