Support young people and families through their full mental health journey, from first session to aftercare. This remote care coordination role blends customer support, problem-solving, and heart, making sure clients never feel alone while in treatment.
About Charlie Health
Charlie Health delivers personalized, virtual intensive outpatient programs for adolescents and young adults navigating complex mental health conditions, substance use disorders, and eating disorders. By focusing on people with high-acuity, complex needs, Charlie Health closes gaps created by long waitlists, geography, and limited local resources. The team combines clinical expertise, technology, and real human connection to transform how behavioral healthcare is delivered at home.
Schedule
Full-time, remote position based in the United States.
Role is not available to candidates in Alaska, Maine, Washington DC, New Jersey, California, New York, Massachusetts, Connecticut, Colorado, Washington State, Oregon, or Minnesota.
You’ll work in a fast-paced, KPI-driven environment with contact center-style expectations around call volume, response times, resolution times, and client satisfaction.
Evening and flexible availability may be needed to best support clients and families.
What You’ll Do
- Answer inbound calls, emails, and texts from clients and families, resolving questions, concerns, and requests efficiently and with empathy.
- Act as a liaison between clients and internal teams such as Admissions, Billing, Utilization Review, Outreach, and Clinical to ensure a seamless care experience.
- Support client-related requests from the Clinical Care team to improve engagement and overall treatment experience.
- Identify gaps in treatment attendance and proactively reach out to clients to troubleshoot issues contributing to missed sessions.
- Communicate aftercare resources to families and help schedule post-Charlie Health appointments, such as outpatient therapy providers.
- Manage client schedules, including booking, adjusting, and rescheduling appointments as needed.
- Complete all documentation accurately and on time within Charlie Health’s systems.
- Adapt to organizational and process changes to better serve clients, families, and referral sources.
- Consistently meet or exceed KPIs including call answer rates, talk time, call volume, issue resolution rate, time to resolution, aftercare scheduling rates, and customer satisfaction scores.
What You Need
- Deep alignment with Charlie Health’s mission, vision, and values, with pride in delivering exceptional service to clients in mental health treatment.
- High school diploma or equivalent.
- At least 2 years of experience in a customer success, patient support, or customer service role (healthcare or mental health setting preferred).
- Experience working with adolescents and young adults, ideally in a care, education, or clinical-adjacent environment.
- 1–2 years of Salesforce experience (or another CRM) required.
- 1–2 years of experience using contact center technology (phones, ticketing, call/chat platforms).
- Strong ability to multitask, prioritize, and stay calm in a fast-paced, high-volume environment.
- High emotional intelligence, with the ability to support people in distress with patience and respect.
- Knowledge of HIPAA policies and proper handling of sensitive health information.
- Work authorization in the United States and native or bilingual English proficiency.
- Proficiency with cloud-based tools including Slack, G-Suite, Microsoft Office, Zoom, and EMR or similar systems.
Benefits
- Comprehensive benefits package for full-time, exempt employees.
- Expected base pay between $45,000 and $55,000 per year, adjusted based on location and experience.
- Total compensation may include discretionary bonuses, incentive programs, and other Charlie Health–sponsored benefits.
- Opportunity to play a direct role in improving the day-to-day experience of clients and families in mental health treatment.
If you’re ready to put your customer support skills to work for something that genuinely changes lives, this role belongs on your list.
Step into a remote role where your empathy, follow-through, and communication can keep young people connected to the care they need.
Happy Hunting,
~Two Chicks…