Client and Family Liaison

Young people across the country need our help. The sad reality is that a mental health crisis has taken hold of our most vulnerable population—leading to record levels of depression, anxiety, substance abuse, and self-harm. From Manhattan to Montana, this reality is compounded by issues of access, both geographic and financial. The mental health landscape is systemically broken, and our young people are suffering as a result.

Charlie Health has set out on a mission to reimagine how high acuity care is delivered to young people and families in crisis. Our initial offering is a virtual intensive outpatient program, which places peers with similar mental health experiences and goals into customized virtual groups. Our team of masters-level clinicians lead groups multiple times per week to deliver a higher level of care.

Our goal is to help young people and families heal together. Through a combination of exceptional medical and psychological care, engaged community partnerships, and best-in-class technology, we provide an unparalleled approach to recovery support that serves individual needs in an integrated way. Join us in our mission to ensure that every young person—regardless of location or socioeconomic status—can get the care that they deserve.

About the Role

The purpose of the Client and Family Liaison is to provide compassionate support for clients and families as they are in treatment.  First and foremost, this includes partnering with our families who need to gather information from insurance about how to advocate for their loved ones. This can be a stressful time and families need a knowledgeable and empathic person to help discuss these matters.  This person will also be able to help create a robust operations process for this side of the UR department.  Ideally, the candidate will have experience with client-centered interactions, have knowledge about the denials and appeals process in a treatment setting and have experience with documentation and electronic health records. As we grow, we have a crucial need for high quality client-centered support and given the complex nature of insurance, it is crucial to have a dedicated liaison so that families can focus on what’s important, getting their loved ones the care they need.   

Our team is comprised of passionate, forward-thinking professionals eager to take on the challenge of the mental health crisis and play a formative role in providing life-saving solutions. We are looking for a candidate who is inspired by our mission and excited by the opportunity to build a business that will impact millions of lives in a profound way.

Responsibilities

• Interface daily with treatment teams, clients and family around questions related to peer reviews, appeals and insurance concerns including how to advocate on their loved one’s behalf 
• Call insurance plans to get peer reviews scheduled in a timely manner
• Act as a liaison between Admissions, UR, and Revenue Cycle teams to ensure a seamless and supportive client and family experience from start to finish
• Quickly and effectively communicate with clinical team members, insurance plans and families given tight turn around times for insurance  
• Assist in creating standard operating procedures and p&ps as needed 

Qualifications

• 2+ years of experience in a behavioral health company in health care administration, treatment centers, insurance, customer services, claims, billing, call center 
• Strong communication skills and a compassionate client-centered demeanor 
• Case Management and family/client-centered call center experience is a must
• Highly organized and able to track workflows through various tools
• Knowledge of all confidentiality requirements regarding patients and strict maintenance of records
• Proficiency in Microsoft office required
• Proficiency with medical record technology helpful
• Proficiency in Salesforce is helpful

Perks

Our mentality is to find the best, attract the best, and pay the best talent—which is why we prioritize quality over quantity of hires. While we offer zero-stress medical, dental, and vision coverage, competitive salaries, and a generous PTO policy, we’re way more excited to tell you about a few “perks” that are unique to Charlie Health. We’ve spent time thinking through what it means to be a mental health company and how we can better align these additional perks with our mission and values.

First and foremost, we believe that no one should ever have to compromise on their mental or physical health. This is why we offer a monthly wellness stipend for the mindfulness, talk therapy, nutrition, or fitness app or program of your choice (Headspace, TalkSpace, Noom, Peloton, gym membership, etc.). We also offer complimentary yoga sessions for you and your loved ones that are hosted by one of our licensed instructors. Our team is big on self-care, and we are committed to helping our employees live happy and healthy lives.

We also want you to live and see our mission in action. We encourage every employee—regardless of department—to shadow our vIOP sessions once per month.

Additional Information

The expected base pay for this role will be between $50,000 and $62,000 per year at the commencement of employment. However, base pay will be determined on an individualized basis and will be impacted by location and years of experience. Further, base pay is only part of the total compensation package, which, depending on the position, may also include incentive compensation, discretionary bonuses, other short and long-term incentive packages, and other Charlie Health-sponsored benefits.