Be the friendly, reliable point of contact that keeps clients and families supported once treatment starts. You’ll solve problems, coordinate schedules, and remove barriers to attendance, making sure people feel cared for while the care team focuses on clinical work.
About Charlie Health
Charlie Health delivers personalized, virtual behavioral healthcare for people navigating complex mental health conditions, substance use disorders, and eating disorders. Their model is rooted in connection between clients, clinicians, care teams, loved ones, and communities. The mission is urgent and human: expand access to life saving treatment from home.
Schedule
Full time, remote (United States). Availability includes late afternoons and evenings based on business needs. Not available to candidates in: AK, ME, Washington DC, NJ, CA, NY, MA, CT, CO, WA, OR, or MN.
What You’ll Do
⦁ Answer inbound calls, emails, and texts while resolving client and family concerns quickly and professionally
⦁ Serve as a liaison between patients and internal teams (Admissions, Billing, Utilization Review, Outreach, Clinical)
⦁ Support client related requests from the Clinical Care team to improve the overall patient experience
⦁ Identify gaps in treatment attendance and proactively reach out to remove barriers to participation
⦁ Share aftercare resources and help families schedule follow up appointments after Charlie Health
⦁ Manage client schedules, including scheduling and rescheduling appointments as needed
⦁ Complete documentation accurately and on time
⦁ Adapt to organizational changes and shifting workflows while keeping service quality high
⦁ Meet KPIs including call answer rates, talk time, call volume, resolution rate, time to resolution, aftercare scheduling rate, and customer satisfaction
What You Need
⦁ High school diploma or equivalent
⦁ At least 2 years of experience in customer success, patient support, or a similar service role
⦁ Experience working with adolescents and young adults (healthcare setting preferred)
⦁ 1–2 years of Salesforce experience (or similar CRM) required
⦁ 1–2 years using contact center technology
⦁ Strong multitasking ability and comfort working in a fast paced environment
⦁ High emotional intelligence with a calm, supportive communication style
⦁ Knowledge of HIPAA policies and procedures
⦁ Work authorization in the U.S. plus native or bilingual English proficiency
⦁ Proficiency with tools like Slack, Google Workspace, Microsoft Office, Zoom, and EMR systems
Benefits
⦁ Comprehensive benefits for full time, exempt employees
⦁ Expected base pay: $45,000–$55,000 per year (varies by location and experience)
⦁ Additional total compensation may include incentives, bonuses, and other Charlie Health sponsored benefits
⦁ Remote role with meaningful impact in behavioral healthcare
These roles reward people who can stay calm, stay organized, and stay kind even when it gets busy. If that’s you, apply while it’s open.
If you want to be the reason someone sticks with treatment instead of dropping off, this is that role.
Happy Hunting,
~Two Chicks…