Be the voice and guide for clients and families as they navigate treatment with Charlie Health.
About Charlie Health
Millions of people across the country face barriers to mental health treatment — from limited access to care, to programs that don’t meet individual needs. Charlie Health exists to change that. Our mission is to connect the world to life-saving behavioral health care through personalized, virtual treatment rooted in connection. By focusing on people with complex needs, we’re expanding access and driving better outcomes — all from the comfort of home.
About the Role
As a Care Experience Specialist, you’ll be the first point of contact for clients and families after admission, ensuring they feel supported throughout their treatment journey. You’ll provide care coordination, problem resolution, and compassionate customer service while acting as the key liaison between families and Charlie Health’s internal teams. Your goal: deliver an unparalleled experience for those in our care.
Responsibilities
- Answer inbound calls, emails, and texts while resolving client and family needs efficiently
- Serve as the primary liaison between patients and internal teams (Admissions, Billing, Outreach, Clinical, etc.)
- Support client requests from the Clinical Care team to improve patient experience
- Identify gaps in attendance and proactively reach out to resolve barriers to care
- Communicate aftercare resources and help families schedule post-treatment appointments
- Manage scheduling, rescheduling, and client calendar needs
- Complete documentation accurately and on time
- Adapt to organizational change and evolving workflows to meet client needs
- Meet KPIs such as: call answer rate, resolution time, aftercare scheduling, and customer satisfaction
Qualifications
- High school diploma or equivalent required
- 2+ years in customer or patient support (healthcare setting preferred)
- Experience with young adults and adolescents strongly preferred
- 1–2 years of Salesforce (or similar CRM) experience required
- 1–2 years of contact center technology experience required
- Strong multitasking skills in a fast-paced environment
- High emotional intelligence with the ability to de-escalate challenges
- Knowledge of HIPAA policies and compliance standards
- Proficiency with Slack, G-Suite, Zoom, Microsoft Office, and EMRs
- Authorized to work in the US with native or bilingual English proficiency
Compensation & Benefits
- Expected base salary: $45,000–$55,000 per year (individualized by experience and location)
- Full benefits package for full-time employees, including health, dental, vision, and more
- Additional incentives and performance-based bonuses may apply
Important Notes
- Remote role, but not available to candidates in Alaska, California, Colorado, Illinois, Maine, New York, or Washington
- Full-time, exempt position
- Comprehensive benefits available for eligible employees
Our Values
- Connection: Care deeply & inspire hope
- Congruence: Stay curious & heed the evidence
- Commitment: Act with urgency & don’t give up
Charlie Health is proud to be an Equal Opportunity Employer. We’re committed to creating an inclusive environment where every team member feels supported and valued.
Happy Hunting,
~Two Chicks…