Charlie Health Behavioral Health Operations

Facilitate a high volume of inbound and outbound calls from prospective clients, families, and referral sources. Ensure consistent and timely coordination with all prospective clients to advance them into Charlie Health’s program. | A Bachelor's Degree and 2+ years of sales experience are required, with a preference for experience in healthcare admissions. Familiarity with Salesforce and the ability to work in a high-paced environment are also important. | Why Charlie Health? Millions of people across the country are navigating mental health conditions, substance use disorders, and eating disorders, but too often, they’re met with barriers to care. From limited local options and long wait times to treatment that lacks personalization, behavioral healthcare can leave people feeling unseen and unsupported. Charlie Health exists to change that. Our mission is to connect the world to life-saving behavioral health treatment. We deliver personalized, virtual care rooted in connection—between clients and clinicians, care teams, loved ones, and the communities that support them. By focusing on people with complex needs, we’re expanding access to meaningful care and driving better outcomes from the comfort of home. As a rapidly growing organization, we're reaching more communities every day and building a team that’s redefining what behavioral health treatment can look like. If you're ready to use your skills to drive lasting change and help more people access the care they deserve, we’d love to meet you. About The Role Charlie Health is one of the fastest-growing startups in the healthcare industry, working tirelessly to connect people everywhere to life-saving mental health treatment. Our Admissions team members ensure that every possible patient and family member feel taken care of by Charlie Health. In this role, you’ll work to facilitate admission for hundreds of at-risk clients. This position is highly interactive and serves as a critical part of aiding our patients, as you will be their first introduction to Charlie Health. Your responsibilities are directly tied to our core mission, increasing the number of people we can treat every day. In this role, you’ll adhere to strict timelines and documentation standards. You’ll be responsible for meeting and exceeding specific admission quotas to ensure a seamless process for potential patients and families. Your performance will be measured against key KPIs, including admission rates, patient satisfaction scores, and time-to-admission metrics At Charlie Health, we believe in leading with our “why” and connecting with our purpose every day. Join us to find not only a career but a calling. Responsibilities Facilitate a high volume of inbound and outbound calls from prospective clients, families and referral sources each day in a compassionate, inclusive, and professional manner Build deep trust and rapport with prospective clients, families and referral sources to gather demographics, presenting problems and treatment histories Clearly communicate financial policies, payment options, and potential financial assistance programs Maintain meticulous client records via Salesforce, including treatment consents and insurance information Coordinate with internal teams to ensure KPIs such as time-to-admission and client satisfaction are met Ensure consistent and timely coordination/communication with all prospective clients, families, and referral sources to advance clients into Charlie Health’s program Maintain a comprehensive understanding of Charlie Health's services, mission and vision and be able to pitch Charlie Health’s innovative and individualized clinical model to clients and families Qualifications Bachelor's Degree 2+ years of sales experience, experience in healthcare admissions is a plus Proven track record of exceeding performance targets, particularly in sales or client admissions roles 1+ year of experience with Salesforce Ability to work on a shift based schedule as listed in the application questions Strong proficiency in multitasking and operating in a high-paced environment Familiarity with HIPAA policies is a plus Experience working with adolescents and young adults in a mental health context a plus Proficiency in Microsoft Office and Google Suite Benefits Charlie Health is pleased to offer comprehensive benefits to all full-time employees. Read more about our benefits here. Additional Information The total target base compensation for this role will be between $54,000 and $60,000 per year at the commencement of employment. In addition to base compensation, this role offers a target performance-based bonus. The target total cash compensation range, including potential bonus, will be between $66,000 and $84,000 per year. Please note, pay will be determined on an individualized basis and will be impacted by location, experience, expertise, internal pay equity, and other relevant business considerations. #LI-remote Our Values Connection: Care deeply & inspire hope. Congruence: Stay curious & heed the evidence. Commitment: Act with urgency & don’t give up. Please do not call our public clinical admissions line in regard to this or any other job posting. Please be cautious of potential recruitment fraud. If you are interested in exploring opportunities at Charlie Health, please go directly to our Careers Page: https://www.charliehealth.com/careers/current-openings. Charlie Health will never ask you to pay a fee or download software as part of the interview process with our company. In addition, Charlie Health will not ask for your personal banking information until you have signed an offer of employment and completed onboarding paperwork that is provided by our People Operations team. All communications with Charlie Health Talent and People Operations professionals will only be sent from @charliehealth.com email addresses. Legitimate emails will never originate from gmail.com, yahoo.com, or other commercial email services. Recruiting agencies, please do not submit unsolicited referrals for this or any open role. We have a roster of agencies with whom we partner, and we will not pay any fee associated with unsolicited referrals. At Charlie Health, we value being an Equal Opportunity Employer. We strive to cultivate an environment where individuals can be their authentic selves. Being an Equal Opportunity Employer means every member of our team feels as though they are supported and belong. We value diverse perspectives to help us provide essential mental health and substance use disorder treatments to all young people. Charlie Health applicants are assessed solely on their qualifications for the role, without regard to disability or need for accommodation. By submitting your application, you agree to receive SMS messages from Charlie Health regarding your application. Message and data rates may apply. Message frequency varies. You can reply STOP to opt out at any time. For help, reply HELP.

As the Care Experience Manager, you will lead a team of Care Experience Specialists to address escalated client concerns and improve customer support. You will also identify trends in client frustrations and collaborate with various teams to implement solutions. | Candidates should have over 4 years of experience in customer success or related fields, preferably within healthcare. A bachelor's degree in a relevant field is preferred, along with exceptional communication and deescalation skills. | Why Charlie Health? Millions of people across the country are navigating mental health conditions, substance use disorders, and eating disorders, but too often, they’re met with barriers to care. From limited local options and long wait times to treatment that lacks personalization, behavioral healthcare can leave people feeling unseen and unsupported. Charlie Health exists to change that. Our mission is to connect the world to life-saving behavioral health treatment. We deliver personalized, virtual care rooted in connection—between clients and clinicians, care teams, loved ones, and the communities that support them. By focusing on people with complex needs, we’re expanding access to meaningful care and driving better outcomes from the comfort of home. As a rapidly growing organization, we're reaching more communities every day and building a team that’s redefining what behavioral health treatment can look like. If you're ready to use your skills to drive lasting change and help more people access the care they deserve, we’d love to meet you. About the Role As the Care Experience Manager, you will be responsible for creating and leading a team of Care Experience Specialists specializing in deescalation strategies in order to provide exceptional customer support to Charlie Health clients. Your mission will be to surprise and delight clients with your team’s ability to solve their escalated concerns. You will be responsible for championing client frustrations across the organization and working collaboratively across care ops, clinical, compliance and many other teams to find solutions. Once you build out the team, you will play a pivotal role in identifying trends in client frustrations and addressing the root causes before they impact. 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 Lead a team of 3-5 care experience specialists to serving as the escalation point for the rest of the Charlie Health team Serve as the lead escalation point for client concerns that can’t be resolved by Care Experience Team Coordinate responses to client escalations with senior leadership across multiple departments at Charlie Health. Act as the owner and manager for these incidents Develop and manage KPIs related to escalation resolution. Ensure team members are meeting these targets Support re-engagement efforts made by Care Experience team for clients who have expressed frustration in the program Listen to Care Experience specialist calls for quality assurance purposes and provide regular coaching to Care Experience Specialists Complete daily reviews of support cases (email, internal, SMS, and phone) to ensure all cases are resolved within 24 hours Report to leadership on KPIs, proactively identify performance issues, and escalate to management Care Experience Specialists support clients and families by: Liaising between the client and admissions, billing, utilization review, outreach and clinical teams Resolving client and family concerns and coordinating with other staff as needed Identifying gaps in treatment attendance and reaching out to clients to resolve issues with treatment that may be leading to non-attendance proactively Managing client schedule, scheduling and rescheduling appointments Requirements 4+ years of relevant work experience in customer success, care coordination, call center management, or a related field within the healthcare industry. Clinical background and ability to communicate with clinicians preferred Exceptional communication and deescalation skills, you are motivated by solving difficult problems for clients and providing exceptional service Excellent track record of managing and motivating high-performing teams, using data to drive decision-making and measure performance. Exceptional interpersonal, listening, and relationship-building skills Resourceful with a natural ability to structure and solve ambiguous business problems Proactive self-starter and natural multitasker with a willingness to “be scrappy” driving continuous improvement Passion for mental health and working with underserved populations Bachelor's degree in a relevant field (e.g., Communications, Business Administration, Hospitality Management, etc.) preferred. Proven experience in customer service, complaint resolution, or quality assurance roles, preferably in a healthcare, hospitality, or service-oriented industry. Experience managing virtual teams highly preferred Experience with Salesforce highly preferred Proficiency with Google Suite, Microsoft Office, and online conferencing tools Work authorized in the United States and native or bilingual English proficiency Benefits Charlie Health is pleased to offer comprehensive benefits to all full-time, exempt employees. Read more about our benefits here. #LI-Remote Our Values Connection: Care deeply & inspire hope. Congruence: Stay curious & heed the evidence. Commitment: Act with urgency & don’t give up. Please do not call our public clinical admissions line in regard to this or any other job posting. Please be cautious of potential recruitment fraud. If you are interested in exploring opportunities at Charlie Health, please go directly to our Careers Page: https://www.charliehealth.com/careers/current-openings. Charlie Health will never ask you to pay a fee or download software as part of the interview process with our company. In addition, Charlie Health will not ask for your personal banking information until you have signed an offer of employment and completed onboarding paperwork that is provided by our People Operations team. All communications with Charlie Health Talent and People Operations professionals will only be sent from @charliehealth.com email addresses. Legitimate emails will never originate from gmail.com, yahoo.com, or other commercial email services. Recruiting agencies, please do not submit unsolicited referrals for this or any open role. We have a roster of agencies with whom we partner, and we will not pay any fee associated with unsolicited referrals. At Charlie Health, we value being an Equal Opportunity Employer. We strive to cultivate an environment where individuals can be their authentic selves. Being an Equal Opportunity Employer means every member of our team feels as though they are supported and belong. We value diverse perspectives to help us provide essential mental health and substance use disorder treatments to all young people. Charlie Health applicants are assessed solely on their qualifications for the role, without regard to disability or need for accommodation. By submitting your application, you agree to receive SMS messages from Charlie Health regarding your application. Message and data rates may apply. Message frequency varies. You can reply STOP to opt out at any time. For help, reply HELP.

The Care Experience Specialist - Client Enablement will welcome clients and families into the program post-admission, build rapport, and provide care coordination and customer service. They will act as a liaison between clients and internal teams to ensure an unparalleled experience and address barriers to care proactively. | Candidates must have a high school diploma or equivalent and at least 2 years of experience in a customer or patient support role. Proficiency in Salesforce and knowledge of HIPAA policies are also required. | Why Charlie Health? Millions of people across the country are navigating mental health conditions, substance use disorders, and eating disorders, but too often, they’re met with barriers to care. From limited local options and long wait times to treatment that lacks personalization, behavioral healthcare can leave people feeling unseen and unsupported. Charlie Health exists to change that. Our mission is to connect the world to life-saving behavioral health treatment. We deliver personalized, virtual care rooted in connection—between clients and clinicians, care teams, loved ones, and the communities that support them. By focusing on people with complex needs, we’re expanding access to meaningful care and driving better outcomes from the comfort of home. As a rapidly growing organization, we're reaching more communities every day and building a team that’s redefining what behavioral health treatment can look like. If you're ready to use your skills to drive lasting change and help more people access the care they deserve, we’d love to meet you. About the Role Charlie Health is looking for a dynamic, passionate individual to support our incredible clients and families throughout treatment as a Care Experience Specialist - Client Enablement. This candidate will welcome clients and families into our program post-admission, build rapport, and provide care coordination and customer service to ensure all client needs are met throughout their time in treatment. The Care Experience Specialist - Client Enablement will also act as the liaison between clients and other internal Charlie Health teams to provide a primary point of contact and an unparalleled experience for those in our care. The Client Enablement team has the dual mission ensuring clients get the most out of their care at Charlie Health while identifying and correcting barriers to this care before they occur. We’re a team 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. If you’re inspired by our mission and energized by the opportunity to increase access to mental healthcare and impact millions of lives in a profound way, apply today. Responsibilities Place outbound calls, emails and texts to admitted clients to ensure they fully enrolled in their treatment plan Reach out to clients to ensure they understand their insurance benefits and have successfully completed their program financial enrollments Act as a liaison between patients and internal Charlie Health teams such as, Admissions, Billing, Utilization Review, Outreach and Clinical Support client-related requests from the Clinical Care team to improve the patient’s experience Identifying gaps in treatment attendance and reaching out to clients to resolve issues with treatment that may be leading to non-attendance proactively Communicate aftercare resources (i.e. outpatient therapy providers) to families and work with families to schedule appointments post-Charlie Health Managing client schedule, scheduling and rescheduling appointments Complete all documentation in a timely and accurate manner Adapt to organizational change and departmental restructuring to fit the needs of our clients, families, and referral sources Meet determined KPIs including: Appointments scheduled, financial agreements completed, daily call volume, issue resolution rate, time to resolution, aftercare appointment scheduling rate, customer satisfaction scores etc. Requirements Upholds Charlie Health's Mission, Vision, and Values and takes great pride in providing clients with exceptional service in order to support their mental health journeys High school diploma or equivalent Excellent written and verbal communication skills Minimum 2 years experience working in a customer/patient success or support role 1-2 years of Salesforce experience (or equivalent CRM platform) required 1-2 years of experience using contact center technology 1-2 years of experience customer financial discussions (Health insurance experience and knowledge of medical billing practices a strong plus) Strong ability to multitask and work in a fast-paced environment Demonstrates a high level of emotional intelligence Knowledge of HIPAA policies and procedures Work authorized in the United States and native or bilingual English proficiency Proficiency with cloud-based communication and software (Slack, G-suite, Microsoft Office, Zoom & EMR) Benefits Charlie Health is pleased to offer comprehensive benefits to all full-time, exempt employees. Read more about our benefits here. Additional Information Note to Colorado applicants: applications will be accepted and reviewed on a rolling basis Note: We are not currently considering applicants in CA, CO, NY, IL, and WA for this position. #LI-Remote Our Values Connection: Care deeply & inspire hope. Congruence: Stay curious & heed the evidence. Commitment: Act with urgency & don’t give up. Please do not call our public clinical admissions line in regard to this or any other job posting. Please be cautious of potential recruitment fraud. If you are interested in exploring opportunities at Charlie Health, please go directly to our Careers Page: https://www.charliehealth.com/careers/current-openings. Charlie Health will never ask you to pay a fee or download software as part of the interview process with our company. In addition, Charlie Health will not ask for your personal banking information until you have signed an offer of employment and completed onboarding paperwork that is provided by our People Operations team. All communications with Charlie Health Talent and People Operations professionals will only be sent from @charliehealth.com email addresses. Legitimate emails will never originate from gmail.com, yahoo.com, or other commercial email services. Recruiting agencies, please do not submit unsolicited referrals for this or any open role. We have a roster of agencies with whom we partner, and we will not pay any fee associated with unsolicited referrals. At Charlie Health, we value being an Equal Opportunity Employer. We strive to cultivate an environment where individuals can be their authentic selves. Being an Equal Opportunity Employer means every member of our team feels as though they are supported and belong. We value diverse perspectives to help us provide essential mental health and substance use disorder treatments to all young people. Charlie Health applicants are assessed solely on their qualifications for the role, without regard to disability or need for accommodation. By submitting your application, you agree to receive SMS messages from Charlie Health regarding your application. Message and data rates may apply. Message frequency varies. You can reply STOP to opt out at any time. For help, reply HELP.

The Patient Finance Specialist will support clients and families throughout treatment by ensuring they are fully enrolled in their treatment plans and understanding their insurance benefits. They will act as a liaison between clients and internal teams to enhance the client experience and proactively address any barriers to care. | Candidates must have a high school diploma and at least two years of experience in a customer or patient support role. Proficiency in Salesforce and knowledge of HIPAA policies are also required. | Why Charlie Health? Millions of people across the country are navigating mental health conditions, substance use disorders, and eating disorders, but too often, they’re met with barriers to care. From limited local options and long wait times to treatment that lacks personalization, behavioral healthcare can leave people feeling unseen and unsupported. Charlie Health exists to change that. Our mission is to connect the world to life-saving behavioral health treatment. We deliver personalized, virtual care rooted in connection—between clients and clinicians, care teams, loved ones, and the communities that support them. By focusing on people with complex needs, we’re expanding access to meaningful care and driving better outcomes from the comfort of home. As a rapidly growing organization, we're reaching more communities every day and building a team that’s redefining what behavioral health treatment can look like. If you're ready to use your skills to drive lasting change and help more people access the care they deserve, we’d love to meet you. About the Role Charlie Health is looking for a dynamic, passionate individual to support our incredible clients and families throughout treatment as a Care Experience Specialist - Client Enablement. This candidate will welcome clients and families into our program post-admission, build rapport, and provide care coordination and customer service to ensure all client needs are met throughout their time in treatment. The Care Experience Specialist - Client Enablement will also act as the liaison between clients and other internal Charlie Health teams to provide a primary point of contact and an unparalleled experience for those in our care. The Client Enablement team has the dual mission ensuring clients get the most out of their care at Charlie Health while identifying and correcting barriers to this care before they occur. We’re a team 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. If you’re inspired by our mission and energized by the opportunity to increase access to mental healthcare and impact millions of lives in a profound way, apply today. Responsibilities Place outbound calls, emails and texts to admitted clients to ensure they fully enrolled in their treatment plan Reach out to clients to ensure they understand their insurance benefits and have successfully completed their program financial enrollments Act as a liaison between patients and internal Charlie Health teams such as, Admissions, Billing, Utilization Review, Outreach and Clinical Support client-related requests from the Clinical Care team to improve the patient’s experience Identifying gaps in treatment attendance and reaching out to clients to resolve issues with treatment that may be leading to non-attendance proactively Communicate aftercare resources (i.e. outpatient therapy providers) to families and work with families to schedule appointments post-Charlie Health Managing client schedule, scheduling and rescheduling appointments Complete all documentation in a timely and accurate manner Adapt to organizational change and departmental restructuring to fit the needs of our clients, families, and referral sources Meet determined KPIs including: Appointments scheduled, financial agreements completed, daily call volume, issue resolution rate, time to resolution, aftercare appointment scheduling rate, customer satisfaction scores etc. Requirements Upholds Charlie Health's Mission, Vision, and Values and takes great pride in providing clients with exceptional service in order to support their mental health journeys High school diploma or equivalent Excellent written and verbal communication skills Minimum 2 years experience working in a customer/patient success or support role 1-2 years of Salesforce experience (or equivalent CRM platform) required 1-2 years of experience using contact center technology 1-2 years of experience customer financial discussions (Health insurance experience and knowledge of medical billing practices a strong plus) Strong ability to multitask and work in a fast-paced environment Demonstrates a high level of emotional intelligence Knowledge of HIPAA policies and procedures Work authorized in the United States and native or bilingual English proficiency Proficiency with cloud-based communication and software (Slack, G-suite, Microsoft Office, Zoom & EMR) Benefits Charlie Health is pleased to offer comprehensive benefits to all full-time, exempt employees. Read more about our benefits here. Additional Information Note to Colorado applicants: applications will be accepted and reviewed on a rolling basis Note: We are not currently considering applicants in CA, CO, NY, IL, and WA for this position. #LI-Remote Our Values Connection: Care deeply & inspire hope. Congruence: Stay curious & heed the evidence. Commitment: Act with urgency & don’t give up. Please do not call our public clinical admissions line in regard to this or any other job posting. Please be cautious of potential recruitment fraud. If you are interested in exploring opportunities at Charlie Health, please go directly to our Careers Page: https://www.charliehealth.com/careers/current-openings. Charlie Health will never ask you to pay a fee or download software as part of the interview process with our company. In addition, Charlie Health will not ask for your personal banking information until you have signed an offer of employment and completed onboarding paperwork that is provided by our People Operations team. All communications with Charlie Health Talent and People Operations professionals will only be sent from @charliehealth.com email addresses. Legitimate emails will never originate from gmail.com, yahoo.com, or other commercial email services. Recruiting agencies, please do not submit unsolicited referrals for this or any open role. We have a roster of agencies with whom we partner, and we will not pay any fee associated with unsolicited referrals. At Charlie Health, we value being an Equal Opportunity Employer. We strive to cultivate an environment where individuals can be their authentic selves. Being an Equal Opportunity Employer means every member of our team feels as though they are supported and belong. We value diverse perspectives to help us provide essential mental health and substance use disorder treatments to all young people. Charlie Health applicants are assessed solely on their qualifications for the role, without regard to disability or need for accommodation. By submitting your application, you agree to receive SMS messages from Charlie Health regarding your application. Message and data rates may apply. Message frequency varies. You can reply STOP to opt out at any time. For help, reply HELP.

Lead a team of Care Experience Leads and Specialists to provide exceptional customer support to clients. Oversee day-to-day operations, ensuring client satisfaction and driving performance improvements. | Candidates should have 4+ years of relevant experience in customer success or related fields, with a proven track record of managing high-performing teams. Exceptional communication skills and a passion for mental health are essential. | Why Charlie Health? Millions of people across the country are navigating mental health conditions, substance use disorders, and eating disorders, but too often, they’re met with barriers to care. From limited local options and long wait times to treatment that lacks personalization, behavioral healthcare can leave people feeling unseen and unsupported. Charlie Health exists to change that. Our mission is to connect the world to life-saving behavioral health treatment. We deliver personalized, virtual care rooted in connection—between clients and clinicians, care teams, loved ones, and the communities that support them. By focusing on people with complex needs, we’re expanding access to meaningful care and driving better outcomes from the comfort of home. As a rapidly growing organization, we're reaching more communities every day and building a team that’s redefining what behavioral health treatment can look like. If you're ready to use your skills to drive lasting change and help more people access the care they deserve, we’d love to meet you. About the Role As the Care Experience Manager, you will lead a team of Care Experience Leads and Specialists dedicated to providing exceptional customer support to Charlie Health clients. Your responsibilities will include overseeing the day-to-day operations of the Care Experience team, ensuring client satisfaction, and driving performance improvements. 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 Lead a team of 12-15 care experience leads and specialists to provide exceptional customer support to Charlie Health clients Care Experience Specialists support clients and families by: Liaising between the client and admissions, billing, utilization review, outreach and clinical teams Resolving client and family concerns and directing to other staff as needed Identifying gaps in treatment attendance and reaching out to clients to resolve issues with treatment that may be leading to non-attendance proactively Managing client schedule, scheduling and rescheduling appointments Care Experience Leads oversee 4-8 Care Experience Specialists Ensure direct reports are meeting determined KPIs including: call answer rates, daily talk time, daily call volume, issue resolution rate, time to resolution, aftercare appointment scheduling rate, and customer satisfaction scores Support re-engagement efforts made by specialists for clients struggling to attend treatment Complete daily reviews of support cases (email, internal, SMS, and phone) to ensure all cases are resolved within 48 hours Serve as an escalation point for client concerns that can’t be resolved by Care Experience Specialists Report to team leadership on KPIs, proactively identify performance issues, and escalate to management Listen to Care Experience specialist calls for quality assurance purposes and provide regular coaching to Care Experience Specialists Requirements 4+ years of relevant work experience in customer success, care coordination, call center management, or a related field within the healthcare industry. Excellent track record of managing and motivating high-performing teams, using data to drive decision-making and measure performance. 1+ years of experience managing indirect reports (managing managers) Exceptional communication, interpersonal, listening, and relationship-building skills Resourceful with a natural ability to structure and solve ambiguous business problems Proactive self-starter and natural multitasker with a willingness to “be scrappy” Passion for mental health Work authorized in the United States and native or bilingual English proficiency Bachelor's degree in a relevant field (e.g., Communications, Business Administration, Hospitality Management, etc.) preferred. Proven experience in customer service, complaint resolution, or quality assurance roles, preferably in a healthcare, hospitality, or service-oriented industry. Excellent communication and interpersonal skills, with the ability to interact effectively with customers, colleagues, and stakeholders at all levels. Demonstrated problem-solving abilities and a proactive approach to addressing challenges and driving continuous improvement. Experience managing virtual teams highly preferred Experience with Salesforce highly preferred Proficiency with Google Suite, Microsoft Office, and online conferencing tools Benefits Charlie Health is pleased to offer comprehensive benefits to all full-time, exempt employees. Read more about our benefits here. #LI-Remote Note: We are not currently considering applicants in CA, CO, NY, and WA for this position. Our Values Connection: Care deeply & inspire hope. Congruence: Stay curious & heed the evidence. Commitment: Act with urgency & don’t give up. Please do not call our public clinical admissions line in regard to this or any other job posting. Please be cautious of potential recruitment fraud. If you are interested in exploring opportunities at Charlie Health, please go directly to our Careers Page: https://www.charliehealth.com/careers/current-openings. Charlie Health will never ask you to pay a fee or download software as part of the interview process with our company. In addition, Charlie Health will not ask for your personal banking information until you have signed an offer of employment and completed onboarding paperwork that is provided by our People Operations team. All communications with Charlie Health Talent and People Operations professionals will only be sent from @charliehealth.com email addresses. Legitimate emails will never originate from gmail.com, yahoo.com, or other commercial email services. Recruiting agencies, please do not submit unsolicited referrals for this or any open role. We have a roster of agencies with whom we partner, and we will not pay any fee associated with unsolicited referrals. At Charlie Health, we value being an Equal Opportunity Employer. We strive to cultivate an environment where individuals can be their authentic selves. Being an Equal Opportunity Employer means every member of our team feels as though they are supported and belong. We value diverse perspectives to help us provide essential mental health and substance use disorder treatments to all young people. Charlie Health applicants are assessed solely on their qualifications for the role, without regard to disability or need for accommodation. By submitting your application, you agree to receive SMS messages from Charlie Health regarding your application. Message and data rates may apply. Message frequency varies. You can reply STOP to opt out at any time. For help, reply HELP.

Lead a team of Admissions Coordinators to facilitate a high volume of calls from prospective clients and families. Ensure the team meets admission quotas and maintains high service levels and call quality. | Candidates should have at least 3 years of experience leading a team in a healthcare admissions setting and 3 years of sales experience. Familiarity with Salesforce and experience working with adolescents in a mental health context are preferred. | Why Charlie Health? Millions of people across the country are navigating mental health conditions, substance use disorders, and eating disorders, but too often, they’re met with barriers to care. From limited local options and long wait times to treatment that lacks personalization, behavioral healthcare can leave people feeling unseen and unsupported. Charlie Health exists to change that. Our mission is to connect the world to life-saving behavioral health treatment. We deliver personalized, virtual care rooted in connection—between clients and clinicians, care teams, loved ones, and the communities that support them. By focusing on people with complex needs, we’re expanding access to meaningful care and driving better outcomes from the comfort of home. As a rapidly growing organization, we're reaching more communities every day and building a team that’s redefining what behavioral health treatment can look like. If you're ready to use your skills to drive lasting change and help more people access the care they deserve, we’d love to meet you. About The Role Charlie Health is one of the fastest-growing startups in the healthcare industry, working tirelessly to connect people everywhere to life-saving mental health treatment. Our Admissions team members ensure that every possible patient and family member feel taken care of by Charlie Health. In this role, you’ll work to facilitate admission for hundreds of at-risk clients. This position is highly interactive and serves as a critical part of aiding our patients, as you will be their first introduction to Charlie Health. Your responsibilities are directly tied to our core mission, increasing the number of people we can treat every day. In this role, you’ll adhere to strict timelines and documentation standards while leading a team of Admissions Coordinators. You’ll be responsible for your team meeting and exceeding specific admission quotas to ensure a seamless process for potential patients and families. Your performance will be measured against key KPIs, including admission rates, patient satisfaction scores, and time-to-admission metrics. At Charlie Health, we believe in leading with our “why” and connecting with our purpose every day. Join us to find not only a career but a calling. Responsibilities Lead a team of 10+ Admissions Coordinators, who facilitate a high volume of inbound and outbound calls from prospective clients, families and referral sources Lead hiring, training and performance reviews for Admissions Coordinators Coordinate team schedules and workload distribution to ensure efficient operations Responsible for delivering high contact center service levels and call quality Ensure team is consistent and timely coordination/communication with all prospective clients, families, and referral sources to advance clients into Charlie Health’s program Leads their team to champion each individual client’s Charlie Health admissions process and addresses/resolves concerns from clients/families around Charlie Health’s program Coordinate with internal teams to ensure KPIs such as time-to-admission and client satisfaction are met Develop and implement best practices across the Admissions and Discharge process Partner with Executive Leadership to update the business on Admissions team performance Qualifications 3+ years of experience leading or mentoring a team of Admissions and/or Sales Reps 3+ years of sales experience in a healthcare admissions setting 1+ years of Salesforce experience Strong proficiency in multitasking and operating in a high-paced environment Familiarity with HIPAA policies is a plus Experience working with adolescents and young adults in a mental health context a plus Proficiency in Microsoft Office and Google Suite Benefits Charlie Health is pleased to offer comprehensive benefits to all full-time employees. Read more about our benefits here. Additional Information The total target base compensation for this role will be between $80,000 and $95,000 per year at the commencement of employment. In addition to base compensation, this role offers a target performance-based bonus. Please note, pay will be determined on an individualized basis and will be impacted by location, experience, expertise, internal pay equity, and other relevant business considerations. #LI-REMOTE Our Values Connection: Care deeply & inspire hope. Congruence: Stay curious & heed the evidence. Commitment: Act with urgency & don’t give up. Please do not call our public clinical admissions line in regard to this or any other job posting. Please be cautious of potential recruitment fraud. If you are interested in exploring opportunities at Charlie Health, please go directly to our Careers Page: https://www.charliehealth.com/careers/current-openings. Charlie Health will never ask you to pay a fee or download software as part of the interview process with our company. In addition, Charlie Health will not ask for your personal banking information until you have signed an offer of employment and completed onboarding paperwork that is provided by our People Operations team. All communications with Charlie Health Talent and People Operations professionals will only be sent from @charliehealth.com email addresses. Legitimate emails will never originate from gmail.com, yahoo.com, or other commercial email services. Recruiting agencies, please do not submit unsolicited referrals for this or any open role. We have a roster of agencies with whom we partner, and we will not pay any fee associated with unsolicited referrals. At Charlie Health, we value being an Equal Opportunity Employer. We strive to cultivate an environment where individuals can be their authentic selves. Being an Equal Opportunity Employer means every member of our team feels as though they are supported and belong. We value diverse perspectives to help us provide essential mental health and substance use disorder treatments to all young people. Charlie Health applicants are assessed solely on their qualifications for the role, without regard to disability or need for accommodation. By submitting your application, you agree to receive SMS messages from Charlie Health regarding your application. Message and data rates may apply. Message frequency varies. You can reply STOP to opt out at any time. For help, reply HELP.