Support clients and families throughout their treatment journey with compassionate care coordination.
About Charlie Health
Millions of people across the U.S. struggle with mental health, substance use, or eating disorders—and too often, they face barriers to care like long wait times or treatment that feels impersonal. Charlie Health exists to change that. Our mission is to connect people everywhere to life-saving, personalized virtual care. By focusing on those with complex needs, we’re expanding access to meaningful treatment and driving better outcomes from the comfort of home.
Schedule
- Full-time, remote position.
- Not available to candidates in Alaska, California, Colorado, Illinois, Maine, New York, or Washington.
- Must be authorized to work in the U.S.
Responsibilities
- Respond to inbound calls, emails, and texts, resolving client and family concerns with efficiency and empathy.
- Serve as a liaison between clients and Charlie Health teams, including Admissions, Billing, Clinical, Outreach, and Utilization Review.
- Support client-related requests from the Clinical Care team to improve patient experience.
- Identify gaps in treatment attendance and proactively reach out to resolve barriers.
- Share aftercare resources (e.g., outpatient providers) and assist families in scheduling follow-up appointments.
- Manage client schedules, including appointment booking and rescheduling.
- Complete all required documentation accurately and on time.
- Adapt to organizational changes and departmental restructuring as needed.
- Meet performance KPIs such as call volume, talk time, resolution rates, aftercare scheduling, and customer satisfaction.
Requirements
- High school diploma or equivalent required.
- 2+ years in customer success, patient support, or similar role.
- Experience with adolescents or young adults in healthcare preferred.
- 1–2 years using Salesforce (or equivalent CRM) and contact center technology.
- Strong multitasking skills in fast-paced environments.
- Demonstrated emotional intelligence and professionalism.
- Knowledge of HIPAA policies and procedures.
- Proficiency with cloud-based tools such as Slack, G-Suite, Microsoft Office, Zoom, and EMR platforms.
- Native or bilingual English required; Spanish proficiency a plus.
Compensation & Benefits
- Base salary: $45,000–$55,000 annually (depending on experience and location).
- Additional compensation may include bonuses, incentives, and long-term packages.
- Comprehensive benefits for full-time employees, including medical, dental, vision, life insurance, paid leave, and 401(k).
Charlie Health is proud to be an Equal Opportunity Employer. We are committed to fostering a diverse, inclusive workplace where everyone feels supported and empowered.
Happy Hunting,
~Two Chicks…