If you’re good at money conversations, can stay human when people are stressed, and can keep patients on track without sounding like a robot, Charlie Health wants you. This role is about helping admitted clients and families understand their insurance and financial enrollment, stay engaged in treatment, and remove barriers before they turn into drop-offs.
About Charlie Health
Charlie Health delivers 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 care through connection-driven treatment that supports clients, families, clinicians, and communities.
Schedule
- Remote (United States)
- Not available in: Alaska, Maine, Washington DC, New Jersey, California, New York, Massachusetts, Connecticut, Colorado, Washington State, Oregon, Minnesota
- Work schedule options:
- Mon–Fri: 10am–7pm MT (11am–8pm CT, 12pm–9pm ET, 9am–6pm PT), or
- Tues–Sat: 9am–6pm MT (10am–7pm CT, 11am–8pm ET, 8am–5pm PT)
- Training: 2 weeks, Mon–Fri 8am–5pm MT (9am–6pm CT, 10am–7pm ET, 7am–4pm PT)
What You’ll Do
- Place outbound calls, emails, and texts to admitted clients to confirm they’re fully enrolled in treatment
- Walk clients through insurance benefits and help them complete financial enrollment steps
- Serve as a liaison between patients and internal teams (Admissions, Billing, Utilization Review, Outreach, Clinical)
- Support clinical team requests that improve the patient experience
- Spot attendance gaps and proactively resolve barriers causing missed sessions
- Share aftercare resources (outpatient providers) and help families schedule follow-up appointments
- Manage client schedules including scheduling and rescheduling appointments
- Complete documentation accurately and on time
- Adapt quickly to organizational changes and shifting client needs
- Hit performance goals tied to volume and outcomes (scheduled appointments, financial agreements completed, call volume, resolution rate, time to resolution, aftercare scheduling rate, CSAT)
What You Need
- High school diploma or equivalent
- 2+ years in customer success, patient support, or similar customer-facing role
- 1–2 years of Salesforce experience (or equivalent CRM)
- 1–2 years using contact center technology
- 1–2 years handling customer financial discussions (health insurance and medical billing knowledge is a strong plus)
- Strong multitasking skills in a fast-paced environment
- High emotional intelligence and steady communication under stress
- Working knowledge of HIPAA policies and procedures
- Authorized to work in the U.S. with native or bilingual English proficiency
- Comfortable with cloud-based tools (Slack, Google Workspace, Microsoft Office, Zoom, and EMR)
Benefits
- Comprehensive benefits for full-time exempt employees (health, dental, vision, and more)
- Mission-driven work focused on expanding access to behavioral healthcare
One thing I’ll flag, friend to friend: this job is KPI-heavy and outbound-call heavy. If you hate being measured or you need lots of quiet, uninterrupted deep work time, it can wear you down. But if you’re built for structured targets and you get energy from helping people through confusion and money stress, this is a strong lane.
Happy Hunting,
~Two Chicks…