Help clients actually use the care they’ve been brave enough to sign up for. In this remote scheduling role, you’ll make sure every client understands their plan, knows their costs, and has their sessions booked so treatment doesn’t fall through the cracks.
About Charlie Health
Charlie Health delivers personalized, virtual intensive outpatient programs for adolescents and young adults navigating complex mental health conditions, substance use disorders, and eating disorders. By focusing on clients with complex, high-acuity needs, Charlie Health breaks down barriers like geography, waitlists, and limited local options. The team combines clinical expertise, technology, and human connection to make behavioral healthcare accessible from home.
Schedule
Full-time, remote position based in the United States.
This role is not available to candidates in Alaska, Maine, Washington DC, New Jersey, California, New York, Massachusetts, Connecticut, Colorado, Washington State, Oregon, or Minnesota.
You must be available for one of the following schedules:
- Monday–Friday, 10:00 a.m.–7:00 p.m. MT (11–8 CT, 12–9 ET, 9–6 PT), or
- Tuesday–Saturday, 9:00 a.m.–6:00 p.m. MT (10–7 CT, 11–8 ET, 8–5 PT).
You must also be available for a two-week training schedule: Monday–Friday, 8:00 a.m.–5:00 p.m. MT (9–6 CT, 10–7 ET, 7–4 PT).
Fast-paced, KPI-driven contact center environment with clear expectations around call volume, appointments scheduled, financial enrollments, and resolution times.
What You’ll Do
- Place outbound calls, emails, and texts to newly admitted clients and families to welcome them, answer questions, and ensure they are fully enrolled in their treatment plan.
- Explain insurance benefits, financial responsibilities, and program financial enrollments so clients understand what to expect before treatment begins.
- Act as a liaison between clients and internal teams such as Admissions, Billing, Utilization Review, Outreach, and Clinical to resolve issues quickly.
- Support client-related requests from the Clinical Care team to improve each client’s overall experience and engagement.
- Monitor treatment attendance, identify gaps early, and proactively reach out to clients to address barriers that may lead to non-attendance.
- Share aftercare resources (such as outpatient therapy providers) with families and help schedule post-program appointments when needed.
- Manage client schedules, including booking, confirming, and rescheduling appointments to keep care on track.
- Complete all documentation accurately and on time in Charlie Health’s systems and CRM.
- Adapt to organizational and departmental changes as processes evolve to better serve clients, families, and referral sources.
- Consistently meet or exceed KPIs, including appointments scheduled, financial agreements completed, daily call volume, time to resolution, aftercare scheduling rates, and customer satisfaction scores.
What You Need
- Strong alignment with Charlie Health’s mission, vision, and values, and pride in supporting clients on their mental health journeys.
- High school diploma or equivalent.
- Excellent written and verbal communication skills.
- At least 2 years of experience in a customer or patient success/support role (healthcare or behavioral health strongly preferred).
- 1–2 years of Salesforce experience (or equivalent CRM platform) required.
- 1–2 years of experience using contact center technology (phones, dialers, ticketing, or similar tools).
- 1–2 years of experience discussing customer financial responsibilities; health insurance and medical billing knowledge is a strong plus.
- Strong ability to multitask and stay organized in a high-volume, fast-paced environment.
- High emotional intelligence with the ability to remain calm, kind, and clear with clients and families under stress.
- Knowledge of HIPAA policies and proper handling of sensitive health information.
- Work authorization in the United States and native or bilingual English proficiency.
- Proficiency with cloud-based tools including Slack, G-Suite, Microsoft Office, Zoom, EMR, and similar platforms.
Benefits
- Comprehensive benefits package for full-time, exempt employees.
- Remote-first role with the opportunity to support clients and families across multiple states.
- Chance to play a critical role in helping clients start, sustain, and complete life-changing mental health treatment.
If you want your scheduling, communication, and financial-explaining skills to mean more than just filling a calendar, this role is a strong fit.
Step into a remote position where every call and every appointment you set helps keep someone connected to the care they need.
Happy Hunting,
~Two Chicks…