Why Charlie Health?
Young people across the country need our help. The sad reality is that a mental health crisis has taken hold of our most vulnerable population—leading to record levels of depression, anxiety, substance abuse, and self-harm. From Manhattan to Montana, this reality is compounded by issues of access, both geographic and financial. The mental health landscape is systemically broken, and our young people are suffering as a result.
Charlie Health has set out on a mission to reimagine how high acuity care is delivered to young people and families in crisis. Our initial offering is a virtual intensive outpatient program, which places peers with similar mental health experiences and goals into customized virtual groups. Our team of masters-level clinicians lead groups multiple times per week to deliver a higher level of care.
Our goal is to help young people and families heal together. Through a combination of exceptional medical and psychological care, engaged community partnerships, and best-in-class technology, we provide an unparalleled approach to recovery support that serves individual needs in an integrated way. Join us in our mission to ensure that every young person—regardless of location or socioeconomic status—can get the care that they deserve.
About the Role
Charlie Health is looking for a dynamic, passionate individual to support our incredible clients and families throughout treatment as a Part-Time Care Experience Specialist. This candidate will welcome clients and families into our program post-admission, build rapport, and provide care coordination and customer service to ensure all client needs are met throughout their time in treatment. The Care Experience Specialist will also act as the liaison between clients and other internal Charlie Health teams to provide a primary point of contact and an unparalleled experience for those in our care.
Our team is composed of passionate, forward-thinking professionals eager to take on the challenge of the mental health crisis and play a formative role in providing life-saving solutions. We are looking for a candidate who is inspired by our mission and excited by the opportunity to build a business that will impact millions of lives in a profound way.
Responsibilities
- Answering inbound calls and resolving patient and family concerns or requests efficiently and effectively
- Acting as a liaison between patients and admissions, billing, utilization review, outreach and clinical teams
- Supporting clinical care team requests to improve the patient’s experience.
- Identifying gaps in treatment attendance and reaching out to clients to resolve issues with treatment that may be leading to non-attendance proactively
- Managing client schedule, scheduling and rescheduling appointments
- Assist with initial client scheduling on an as-needed basis
- Complete all documentation in a timely and accurate manner
- Adapt to organizational change and departmental restructuring to fit the needs of our clients, families, and referral sources
- Meet determined KPIs including: task request volume, daily talk time, daily call volume, issue resolution rate, time to resolution, and customer satisfaction scores
Requirements
- Upholds Charlie Health’s Mission, Vision, and Values and takes great pride in providing clients with exceptional service in order to support their mental health journeys
- W2 part-time role
- Must be available for 10 hours/week minimum
- Part time Care Experience Specialists must have availability:
- Monday – Thursday from 3-9pm MT (Monday availability highly preferred)
- Saturday availability highly preferred
- Have access to reliable technology resources & WiFi to work in a remote setting
- Previous expertise working with teens and/or young adults in both individual and group settings is highly preferred
- Ability to thrive in fast-paced environment and work independently and efficiently with impeccable attention to detail
- Proficiency with cloud-based communication and software–Slack, Dropbox, Gmail, Zoom, Google Drive, EMR
- Work authorized in the United States and native or bilingual English proficiency
So—what do you think?
If you’ve made it this far, well, we’re excited to meet you too. Just one more thing that we want you to remember: we pride ourselves on our meritocratic, performance-driven culture. There are lives on the line, and we have young people to save. There’s no room for complacency. Your scope of responsibility and opportunity to make a difference will be uncapped at Charlie Health, but we need your commitment that you will work tirelessly for our patients, parents, and partners. At the end of day, our team is committed to helping you succeed at Charlie Health because when you succeed, our patients succeed, and we get one step closer to solving the mental health crisis. We’re hopeful that this role will give you the experience to go and do whatever you want in life but the fulfillment to make you never want to leave our team. We look forward to solving the mental health crisis, together.
