Lead a high-performing remote team supporting clients and families through life-changing behavioral health care. At Charlie Health, you’ll coach Care Experience Specialists, resolve escalations, and drive outcomes that keep patients engaged in treatment.
About Charlie Health
Charlie Health delivers personalized, virtual behavioral healthcare for people with complex needs. By connecting clients, clinicians, families, and communities, we remove barriers to care and improve outcomes—nationwide and from home.
Schedule
- Fully remote (U.S.)
- Full-time, exempt; consistent weekend/evening coverage required (shifts may run as late as 9pm MT)
- Not available in: AK, CA, CO, IL, ME, NY, WA
- Expect peak-season flexibility and adherence to agreed schedule
What You’ll Do
- Supervise, coach, and motivate a team of Care Experience Specialists to deliver best-in-class client support
- Track and improve team KPIs (e.g., tasks completed, % resolved within 1 business day, inbound calls handled, call quality, first-call resolution)
- Serve as point for escalations; resolve complex client/family concerns with timely, professional follow-through
- Review “Charlie Cares” queues daily; assign outreach and close gaps in service
- Run weekly 1:1s and team meetings; deliver onboarding, training, and ongoing coaching
- Partner across Admissions, Billing, Utilization Review, Outreach, and Clinical to coordinate care and communication
- Report performance trends to leadership; flag schedule adherence, work avoidance, or conduct issues
- Conduct biannual performance reviews; foster engagement, quality, and morale
- Perform Specialist duties as needed to support coverage and continuity
What You Need
- Bachelor’s degree in health sciences, business, communications, or related field
- 2+ years’ relevant experience including direct people leadership plus customer/patient support
- Experience with adolescents/young adults in healthcare setting preferred
- 1–2 years using Salesforce (or equivalent CRM) and call/contact center technology (required)
- Data-driven people leader with superb coaching, relationship-building, and listening skills
- Comfortable in fast pace; meticulous with details and documentation
- U.S. work authorization; fluent English (bilingual a plus)
- Proficiency with Slack, G-Suite, Microsoft Office, Zoom & EMR tools
Benefits
- Total target base compensation: $57,000–$73,000; target total cash up to $63,000–$80,000 (location/experience/business needs dependent)
- Comprehensive medical, dental, vision; additional Charlie Health benefits
- Mission-driven culture, growth opportunities, and meaningful impact
Open the door for families to get help—then lead the team that keeps care on track.
Ready to build a team that turns escalations into trust?
Happy Hunting,
~Two Chicks…