If you’re the calm, steady voice that can guide families through a stressful moment and keep care on track, this role matters. You’ll be the primary point of contact for clients and families during treatment, coordinating needs, resolving issues fast, and helping people feel supported, not shuffled.
About Charlie Health
Charlie Health provides personalized, virtual behavioral healthcare for people navigating complex mental health conditions, substance use disorders, and eating disorders. Their model is built around connection, matching clients with care teams and support systems that meet them where they are. They’re growing quickly to expand access to life saving care from home.
Schedule
- Remote (United States)
- Not available in: Alaska, Maine, Washington DC, New Jersey, California, New York, Massachusetts, Connecticut, Colorado, Washington State, Oregon, or Minnesota
- Fast-paced, KPI-driven support environment (hours and time zone not specified)
- Background checks required (including fingerprint-based check for Florida; company covers the cost)
What You’ll Do
- Answer inbound calls, emails, and texts and resolve patient and family concerns efficiently
- Act 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 patient experience
- Identify gaps in treatment attendance and proactively reach out to resolve barriers to participation
- Share aftercare resources (such as outpatient therapy providers) and help families schedule post-program appointments
- Manage client schedules, including scheduling and rescheduling appointments
- Complete documentation accurately and on time
- Adapt to organizational and departmental changes based on client and family needs
- Meet KPIs such as call answer rates, talk time, call volume, resolution rate, time to resolution, aftercare scheduling rate, and customer satisfaction scores
What You Need
- High school diploma or equivalent
- 2+ years in a customer success, patient success, or support role
- Experience working with young adults and adolescents (healthcare preferred)
- 1–2 years of Salesforce experience (or equivalent CRM)
- 1–2 years using contact center technology
- Strong multitasking skills in a fast-paced environment
- High emotional intelligence and strong communication skills
- Knowledge of HIPAA policies and procedures
- Authorized to work in the U.S. with native or bilingual English proficiency
- Proficiency with cloud-based tools (Slack, Google Workspace, Microsoft Office, Zoom, EMR)
Benefits
- Comprehensive benefits for full-time, exempt employees (details vary by plan)
- Company-paid background check costs where required
- Compensation: $45,000–$55,000 base salary (based on location and experience; additional incentives may apply depending on role)
These roles can close quickly, especially mission-driven remote positions. If you’re built for high-empathy support and you can keep things moving under pressure, apply while it’s open.
Be the person who makes treatment feel navigable for clients and families.
Happy Hunting,
~Two Chicks…