Charlie Health Behavioral Health Operations

Compensation

Full Description

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.