Be the steady point of contact clients and families can count on during treatment. You’ll solve issues quickly, coordinate across teams, and keep clients engaged so they stay connected to the care that’s meant to help them.
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, rooted in connection and built for real outcomes from home.
Schedule
• Remote (United States)
• Full-time, exempt role (per Charlie Health benefits structure)
• Must be available late afternoons and evenings (per application requirement)
• Not available in: AK, ME, Washington DC, NJ, CA, NY, MA, CT, CO, WA (state), OR, MN
• Base pay range: $45,000–$55,000 per year (based on location and experience; total comp may include incentives/bonuses)
What You’ll Do
• Answer inbound calls, emails, and texts and resolve client/family requests efficiently
• Serve as liaison between clients and internal teams (Admissions, Billing, Utilization Review, Outreach, Clinical)
• Support Clinical Care team requests that improve the overall patient experience
• Identify attendance gaps early and proactively outreach to reduce non-attendance
• Share aftercare resources and help families schedule post-program support
• Manage client schedules, including scheduling and rescheduling appointments
• Complete documentation accurately and on time
• Adapt to change, shifting priorities, and evolving workflows
• Meet KPI goals (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 and comfort in a fast-paced environment
• High emotional intelligence and knowledge of HIPAA policies/procedures
• U.S. work authorization and native or bilingual English proficiency
• Proficiency with cloud tools (Slack, Google Suite, Microsoft Office, Zoom) plus EMR systems
Benefits
• Comprehensive benefits for full-time, exempt employees (per Charlie Health benefits package)
• Total compensation may include incentive compensation, discretionary bonuses, and other benefits
If you’re the kind of person who can calm someone down, fix the problem, and document it clean without missing a beat, this role is for you. Apply now.
Because great care is not just clinical. It’s the experience around it.
Happy Hunting,
~Two Chicks…