If you can coach a team, keep service levels tight, and still jump into the fire when a family needs escalation support, this is your lane. You’ll lead a crew of Care Experience Specialists and make sure patients and families get fast, humane, high-quality help throughout treatment.
About Charlie Health
Charlie Health provides 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 (exempt)
- Consistent weekends and evening shifts, as late as 9pm MT
- Flexibility during peak seasons required
- Not available to candidates in: Alaska, California, Colorado, Illinois, Maine, New York, Washington
What You’ll Do
- Supervise and coach a team of Care Experience Specialists to deliver exceptional support at every client touchpoint
- Monitor performance, attendance, and professional conduct for each direct report
- Coach your team to hit KPIs, including:
- Task points completed for client support requests
- % of requests resolved within 1 business day
- Inbound calls handled
- Call quality score
- First call resolution rate
- Handle escalated, complex patient and family concerns and drive them to resolution
- Support specialists with escalations, including direct outreach to clients/families when needed
- Report KPI performance and schedule adherence to the Care Experience Manager
- Proactively identify performance issues, work avoidance, or misconduct and escalate when necessary
- Run weekly 1:1s and team meetings to support performance, engagement, and morale
- Support onboarding, training, and coaching for new hires
- Review the Charlie Cares request queue daily, spot service gaps, and assign outreach work
- Act as a liaison between patients and internal teams (Admissions, Billing, Utilization Review, Outreach, Clinical)
- Provide select clients and families extra support with weekly check-ins and care team updates
- Conduct biannual performance reviews
What You Need
- Bachelor’s degree in health sciences, business administration, communications, or related field
- 2+ years relevant experience including people management or supervision plus customer service/patient support
- Experience with young adults and adolescents (healthcare preferred)
- 1–2 years Salesforce experience (or equivalent CRM)
- 1–2 years contact center/call technology experience
- Strong customer service, relationship-building, and listening skills
- Ability to use metrics and data to manage performance
- High attention to detail, strong multitasking, thrives in fast-paced environments
- Work authorized in the U.S.; native or bilingual English
- Proficient with cloud tools (Slack, Google Suite, Microsoft Office, Zoom, EMR)
Benefits
- Comprehensive benefits for full-time employees
- Base pay: $57,000–$73,000
- Target performance bonus included
- Total cash compensation (with bonus potential): up to $63,000–$80,000
- Total comp may also include stock options and additional Charlie Health-sponsored benefits
If you’re applying, don’t ignore the schedule note. “Weekends + evenings to 9pm MT” is not a vibe, it’s a requirement. If you can truly do it, you’ll stand out fast.
Happy Hunting,
~Two Chicks…