Help clients and families understand the financial side of life saving mental health care while working from home. This fully remote role lets you support people in treatment, remove insurance and billing confusion, and make it easier for them to stay engaged in care.
About Charlie Health
Charlie Health provides virtual, intensive behavioral health treatment for people with complex mental health, substance use, and eating disorder needs. Their model focuses on personalized, group based care that connects clients, clinicians, and families in a meaningful way. The mission is simple and serious at the same time: connect people to life saving care that actually meets them where they are.
Schedule
You’ll work full time in a remote, work from home setting within the United States (this role is not available to candidates in AK, CA, CO, ME, NY, WA, MA, OR, NJ, CT, MN, or Washington DC).
Shifts are either 10 a.m. to 7 p.m. MT (11–8 CT, 12–9 ET, 9–6 PT) Monday through Friday, or 9 a.m. to 6 p.m. MT (10–7 CT, 11–8 ET, 8–5 PT) Tuesday through Saturday.
A two week training period is required, Monday through Friday, 8 a.m. to 5 p.m. MT (9–6 CT, 10–7 ET, 7–4 PT).
You’ll be expected to consistently meet call, email, and documentation productivity goals in a fast paced environment.
What You’ll Do
⦁ Welcome newly admitted clients and families, answer questions, and guide them through financial enrollment and insurance benefit understanding.
⦁ Place outbound calls, emails, and texts to ensure clients are fully enrolled in treatment, understand their coverage, and know what to expect financially.
⦁ Serve as a key liaison between clients and internal teams such as Admissions, Billing, Utilization Review, Outreach, and Clinical to resolve issues quickly.
⦁ Support client related requests from the Clinical Care team to improve the overall treatment and financial experience.
⦁ Monitor attendance and follow up with clients when there are gaps in treatment so you can identify and address barriers before they grow.
⦁ Coordinate and manage client schedules, including booking and rescheduling appointments throughout their time in care.
⦁ Share aftercare options and resources with families and help schedule appointments once clients complete programming.
⦁ Document all interactions, updates, and outcomes in the CRM and EMR systems accurately and on time.
⦁ Consistently meet or exceed KPIs such as scheduled appointments, completed financial agreements, call volume, time to resolution, aftercare scheduling rates, issue resolution rates, and customer satisfaction scores.
⦁ Flex with organizational and departmental changes as the company grows, keeping the client experience at the center of your work.
What You Need
⦁ High school diploma or equivalent, plus at least 2 years of experience in a customer or patient support, success, or service role.
⦁ 1–2 years of experience working with Salesforce or a similar CRM (for example Zendesk, Microsoft Dynamics, Zoho, HubSpot).
⦁ 1–2 years working with contact center tools in a call center or virtual customer service environment.
⦁ Experience having clear, empathetic financial conversations with customers or patients; health insurance or medical billing knowledge is a strong plus.
⦁ Excellent written and verbal communication skills and a professional, compassionate phone presence.
⦁ Strong multitasking skills with the ability to balance calls, documentation, and follow up in a fast paced, metric driven environment.
⦁ High level of emotional intelligence and comfort supporting people navigating mental health or behavioral health treatment.
⦁ Working knowledge of HIPAA guidelines and comfort working with confidential health information.
⦁ Proficiency with cloud based tools such as Slack, Google Workspace, Microsoft Office, Zoom, and EMR systems.
⦁ Authorized to work in the United States with native or bilingual English proficiency; Spanish bilingual skills are a plus but not required.
Benefits
⦁ Comprehensive benefits package for full time employees, including medical, dental, and vision coverage.
⦁ Paid time off and holidays so you can rest and recharge.
⦁ Mission driven, fully remote work environment with the chance to grow your career in behavioral health and client experience.
Feeling aligned with the mission and ready to use your customer service and financial skills to help people stay in treatment?
If you are energized by the idea of removing barriers to mental health care while working remotely, this is your sign to throw your hat in the ring.
Happy Hunting,
~Two Chicks…