This role is for someone who can keep a lot of moving parts calm and organized while supporting clients and families through treatment. You’ll be the steady point of contact that helps people stay engaged, scheduled, and supported so they can actually get the care they came for.
About Charlie Health
Charlie Health is on a mission to connect people to life saving behavioral health treatment. They deliver personalized virtual care rooted in connection between clients, clinicians, care teams, and the support systems around them, with a focus on people who have complex needs.
Schedule
- Remote (note: hybrid expected if you live within 45 minutes of a Charlie Health office)
- Training: 2 weeks, Mon–Fri 8am–5pm MT (9–6 CT, 10–7 ET, 7–4 PT)
- Ongoing shift options (must be available for one):
- Mon–Fri 10am–7pm MT (11–8 CT, 12–9 ET, 9–6 PT)
- Tues–Sat 9am–6pm MT (10–7 CT, 11–8 ET, 8–5 PT)
- Location eligibility: not available in AK, CA, CO, CT, MA, ME, MN, NJ, NY, OR, WA, or Washington, DC
What You’ll Do
- Call, email, and text admitted clients to ensure they fully enroll in their treatment plan
- Confirm clients understand insurance benefits and complete financial enrollment steps
- Serve as the liaison between clients and internal teams like Admissions, Billing, Utilization Review, Outreach, and Clinical
- Support client related requests from the Clinical Care team to improve the patient experience
- Spot gaps in attendance and proactively reach out to troubleshoot barriers before they become bigger issues
- Coordinate aftercare resources for families and help schedule post program appointments
- Manage client schedules including scheduling and rescheduling appointments
- Complete documentation accurately and on time
- Adapt to process changes as the organization scales
- Hit KPIs tied to scheduling volume, financial agreements completed, call volume, issue resolution, time to resolution, aftercare scheduling rate, and customer satisfaction
What You Need
- High school diploma or equivalent
- 2+ years in a customer success, patient support, or similar client facing role
- 1–2 years of Salesforce experience (or similar CRM)
- 1–2 years using contact center technology
- 1–2 years handling customer financial conversations (health insurance and medical billing knowledge is a strong plus)
- Strong written and verbal communication skills
- High emotional intelligence and ability to build rapport with clients and families
- Ability to multitask and stay sharp in a fast paced environment
- Knowledge of HIPAA policies and procedures
- Comfortable with cloud tools like Slack, Google Suite, Microsoft Office, Zoom, and EMR systems
- Work authorization in the US and native or bilingual English proficiency
Benefits
- Comprehensive benefits for full time exempt employees
Quick reality check before you put time into this: if you live in one of the restricted states (including Illinois is not listed here, so you’re likely fine), you’ll get blocked at the application question. Also, those shifts are not “flexible,” so only apply if you can truly commit to one of the two schedules.
Take action: copy this into your job board, then tailor your resume bullets to match three things they care about most: KPI performance, scheduling volume, and client retention through proactive outreach.
Happy Hunting,
~Two Chicks…