Be the person clients and families can actually reach when things get messy. You’ll solve problems fast, coordinate across teams, and keep clients engaged in treatment so they don’t fall through the cracks.
About Charlie Health
Charlie Health delivers personalized, virtual behavioral health treatment for people navigating mental health conditions, substance use disorders, and eating disorders. Their mission is to connect the world to life-saving care, built on connection, coordination, and better outcomes from home.
Schedule
• Remote (United States)
• Full-time, exempt role (per Charlie Health benefits structure)
• Must be able to work late afternoons and evenings (per application questions)
• Not available in: AK, ME, Washington DC, NJ, CA, NY, MA, CT, CO, WA (state), OR, MN
• Base pay range: $45,000–$55,000 (based on location/experience; total comp may include incentives/bonuses)
What You’ll Do
• Answer inbound calls, emails, and texts and resolve client/family concerns quickly and accurately
• Serve as the liaison between clients and internal teams (Admissions, Billing, Utilization Review, Outreach, Clinical)
• Support Clinical Care team requests that improve the patient experience
• Spot attendance gaps early and proactively outreach to prevent drop-off and non-attendance
• Share aftercare resources with families and help schedule post-program appointments
• Manage client scheduling, including scheduling and rescheduling appointments
• Document every interaction clearly and on time
• Adapt to change, shifting priorities, and team restructuring as needed
• Hit KPI targets (answer rates, talk time, call volume, resolution rate, time to resolution, aftercare scheduling rate, customer satisfaction)
What You Need
• High school diploma or equivalent
• 2+ years in customer support, patient success, or similar role
• Experience supporting adolescents and young adults (healthcare setting preferred)
• 1–2 years using Salesforce (or comparable CRM)
• 1–2 years using contact center technology
• Strong multitasking skills in a fast-paced environment
• High emotional intelligence and working knowledge of HIPAA
• U.S. work authorization and native or bilingual English proficiency
• Comfort with cloud tools (Slack, Google Suite, Microsoft Office, Zoom) plus EMR
Benefits
• Comprehensive benefits for full-time, exempt employees (per Charlie Health benefits package)
• Potential total compensation package may include incentives, discretionary bonuses, and other company-sponsored benefits
• Mission-driven work supporting access to behavioral healthcare
If you’re the “I got it” person who can calm someone down, solve the issue, and document it clean, this role will fit you like a glove. Apply now.
Because access to care isn’t just getting admitted. It’s staying connected.
Happy Hunting,
~Two Chicks…