If you’re the type who can calm a stressed-out family, fix a scheduling mess, and still hit your KPIs, this role is built for you. You’ll be the steady point of contact for clients in treatment, making sure nothing slips through the cracks and everyone feels taken care of.
About Charlie Health
Charlie Health delivers personalized, virtual behavioral healthcare for people navigating mental health conditions, substance use disorders, and eating disorders. Their mission is to expand access to life-saving treatment through connection, coordination, and high-touch support.
Schedule
- Remote (United States)
- Full-time (benefits provided for full-time, exempt employees)
- Shift availability required, including late afternoons/evenings (per application questions)
- Not available to candidates in: AK, CA, CO, CT, ME, MA, MN, NJ, NY, OR, WA, Washington DC
- Work authorized in the U.S.; native or bilingual English proficiency
What You’ll Do
- Answer inbound calls, emails, and texts, resolving patient and family concerns quickly and effectively
- Serve as a liaison between patients and internal teams (Admissions, Billing, Utilization Review, Outreach, Clinical)
- Support Clinical Care team requests to improve the patient experience
- Identify attendance gaps and proactively reach out to remove barriers to treatment
- Share aftercare resources and help families schedule post-program appointments
- Manage client schedules, including scheduling and rescheduling appointments
- Complete documentation accurately and on time
- Adapt to changes in workflows and department structure
- Hit KPIs such as call answer rates, talk time, daily call volume, issue resolution rate, time to resolution, aftercare scheduling rate, and customer satisfaction
What You Need
- High school diploma or equivalent
- 2+ years in customer support, patient success, or similar client-facing role
- Experience supporting young adults and adolescents (healthcare preferred)
- 1–2 years Salesforce experience (or similar CRM)
- 1–2 years using contact center technology
- Strong multitasking skills in a fast-paced environment
- High emotional intelligence and strong communication skills
- Working knowledge of HIPAA policies and procedures
- Comfort with cloud tools (Slack, Google Suite, Microsoft Office, Zoom, EMR systems)
Benefits
- Comprehensive benefits for full-time, exempt employees (details provided by employer)
- Base pay range: $45,000–$55,000 (varies by location and experience)
- Potential additional compensation depending on role (bonuses/incentives noted by employer)
If you apply, don’t wing the application questions. Have 2–3 quick KPI examples ready (call volume, resolution rate, CSAT, schedule adherence), because that’s what they’re measuring.
Happy Hunting,
~Two Chicks…