Care Experience Specialist

Location: Remote, United States; not available in Alaska, Maine, Washington DC, New Jersey, California, New York, Massachusetts, Connecticut, Colorado, Washington State, Oregon, or Minnesota.

Salary: $45,000–$55,000 per year, with final compensation depending on location and experience.

Company

hirify.global provides personalized virtual behavioral healthcare for people experiencing mental health conditions, substance use disorders, and eating disorders.

What you will do

• Welcome clients and families after admission, build rapport, and provide ongoing care coordination and customer service.
• Answer inbound calls, emails, and texts while resolving patient and family concerns efficiently.
• Coordinate with Admissions, Billing, Utilization Review, Outreach, Clinical, and Clinical Care teams.
• Monitor treatment attendance, proactively address barriers to participation, and support client-related requests.
• Manage client schedules, schedule and reschedule appointments, and coordinate aftercare resources and appointments.
• Maintain accurate documentation and meet performance targets for response, resolution, scheduling, and customer satisfaction.

Requirements

• High school diploma or equivalent.
• At least 2 years of experience in customer success, patient success, or customer support.
• Experience working with young adults and adolescents; healthcare experience is preferred.
• 1–2 years of Salesforce or equivalent CRM experience and 1–2 years of contact center technology experience.
• Knowledge of HIPAA policies and procedures, strong multitasking ability, and high emotional intelligence.
• United States work authorization and native or bilingual English proficiency are required. Proficiency with Slack, G Suite, Microsoft Office, Zoom, and EMR systems is also required.

Culture & Benefits

• Mission-driven work focused on expanding access to life-saving behavioral healthcare.
• Collaboration across clinical, operational, and client-support functions.
• Comprehensive benefits for full-time, exempt employees.
• hirify.global pays in full for the Florida fingerprint-based background check required for clearance to see clients.
• Values include connection, curiosity, evidence-based practice, urgency, and persistence.