Lead and inspire a team of Care Experience Specialists, ensuring families receive world-class support throughout their behavioral health journey.
About Charlie Health
Charlie Health’s mission is to connect people to life-saving behavioral health treatment. We provide personalized, virtual care rooted in connection—between clients, clinicians, care teams, and loved ones. By focusing on individuals with complex needs, we’re expanding access to meaningful care and improving outcomes nationwide.
Schedule
- Full-time, remote (U.S.-based)
- Evening and weekend shifts required (ending as late as 9pm MT)
- Flexibility during peak seasons is expected
- Not available to candidates in Alaska, California, Colorado, Illinois, Maine, New York, or Washington
What You’ll Do
- Supervise and coach a team of Care Experience Specialists to deliver exceptional client and family support.
- Monitor performance, attendance, and professionalism, holding regular individual and team check-ins.
- Ensure KPIs are met, including:
- Number of client support requests completed
- Requests resolved within 1 business day
- Inbound calls handled and quality scores
- First-call resolution rate
- Resolve escalated client concerns directly and support Specialists through complex cases.
- Collaborate across departments (Admissions, Billing, Utilization Review, Outreach, Clinical) to streamline client care.
- Conduct onboarding, training, and biannual performance reviews for direct reports.
- Review and assign daily outreach responsibilities from the Charlie Cares request queue.
- Provide select clients with additional support, including weekly check-ins and updates to care teams.
What You Need
- Bachelor’s degree in health sciences, business administration, communications, or related field.
- 2+ years of supervisory or management experience in customer support or patient care.
- Experience with young adults or adolescents in healthcare preferred.
- Internal candidates: minimum 6 months as a Sr. Care Experience Specialist meeting KPI standards.
- 1–2 years of Salesforce (or equivalent CRM) experience.
- 1–2 years of call center/contact center technology experience.
- Strong leadership, coaching, and customer service skills.
- Ability to manage performance using KPIs and data-driven insights.
- Comfortable in a fast-paced environment with high attention to detail.
- Proficiency with Slack, G-Suite, Microsoft Office, Zoom, and EMRs.
Benefits
- Base compensation: $57,000–$73,000 annually.
- Target total cash compensation (including bonuses): up to $63,000–$80,000 annually.
- Eligible for stock options and Charlie Health-sponsored benefits.
- Comprehensive health and wellness benefits for full-time, exempt employees.
Step into a leadership role where your work empowers a team and transforms client experiences. Join us in building a healthier future.
Happy Hunting,
~Two Chicks…