Lead Quality Assurance for Care Experience in the United States

Overview Charlie Health is on a mission to revolutionize access to behavioral healthcare for individuals facing mental health challenges, substance use disorders, and eating disorders. We recognize the barriers that hinder people from receiving the care they need, such as limited local resources and lengthy wait times. Our innovative approach focuses on providing personalized virtual care that fosters connections among clients, clinicians, care teams, and their support networks.

As we expand our reach, we are dedicated to making a meaningful difference in the lives of those with complex needs, ensuring they receive the compassionate care they deserve from the comfort of their homes.

Responsibilities In your role as the Care

Experience Quality Lead, you will be instrumental in upholding the highest levels of customer care and satisfaction. Your key responsibilities will include: - **Complaint Resolution:** Overseeing the entire process for managing customer complaints, ensuring that resolutions are both timely and satisfactory. You will investigate the root causes of issues and implement preventive measures to enhance our service. - **Client Escalations:** Acting as the main point of contact for escalated client matters, you will respond to concerns quickly and effectively, working to restore client confidence in our services. - **Quality Assurance:** Developing and executing quality assurance protocols to maintain service excellence.

You will conduct audits, monitor performance metrics, and pinpoint areas for enhancement. - **Cross-Functional Collaboration:** Working alongside customer support, operations, and product development teams to tackle systemic challenges and elevate overall customer satisfaction. - **Data Analysis:** Evaluating customer feedback, complaints, and service metrics to identify trends and opportunities for improvement. You will leverage these insights to inform strategic decisions.

Requirements We are seeking a passionate individual who is aligned with our mission and eager to contribute to a transformative organization. If you have a background in quality assurance, customer service, or a related field, and are driven by the desire to make a positive impact on mental health care, we would be thrilled to hear from you. Join us in our quest to provide life-saving solutions and support to communities across the nation.

Monday to Friday, 9 AM – 5 PM (full-time)