Be the steady, compassionate point of contact guiding clients and families through every step of their mental health treatment journey.
About Charlie Health
Charlie Health delivers personalized, virtual behavioral health care for people with complex needs. The mission is simple but urgent: connect clients to life-saving treatment without delays, barriers, or confusion. Their model centers on connection—between clients, clinicians, care teams, families, and communities—and it’s driving better outcomes across the country. As the organization expands rapidly, they’re redefining what truly supportive, responsive care can look like.
Schedule
Fully remote within the United States.
Must be able to work late afternoons and evenings; specific weekly availability requested during application.
Not available in AK, ME, DC, NJ, CA, NY, MA, CT, CO, WA, OR, MN.
Responsibilities
Answer inbound calls, emails, and texts with speed, empathy, and accuracy
Resolve client and family concerns, escalating and coordinating as needed
Serve as liaison between clients and internal teams (Admissions, Billing, UR, Outreach, Clinical)
Support the Clinical Care team by managing client requests and improving the treatment experience
Identify gaps in attendance and proactively reach out to re-engage clients
Communicate aftercare resources and schedule post-treatment appointments
Manage client schedules, including setting and rescheduling sessions
Maintain complete, accurate documentation for all client interactions
Adapt to organizational and workflow changes based on client needs
Meet and exceed KPIs including: call answer rate, daily call volume, talk time, resolution rate, aftercare scheduling, and satisfaction scores
Requirements
Commitment to Charlie Health’s mission and values
High school diploma or equivalent
Minimum 2 years in customer support, patient support, or client success
Experience working with adolescents or young adults (healthcare preferred)
1–2 years of Salesforce or equivalent CRM experience
1–2 years using contact center technology
Strong multitasking skills in a fast-paced environment
High emotional intelligence and excellent communication skills
Understanding of HIPAA policies and confidentiality
U.S. work authorization
Proficiency with cloud-based tools: Slack, G-Suite, Microsoft Office, Zoom, EMRs
Benefits
Comprehensive benefits for full-time, exempt employees
Base compensation range: $45,000–$55,000
Additional performance-based incentives may be available
Remote work with mission-driven impact on families nationwide
This role is perfect for someone who thrives on connection, stays calm under pressure, and genuinely wants to guide clients toward stability and hope.
Happy Hunting,
~Two Chicks…