Lead and inspire a team dedicated to transforming behavioral healthcare while ensuring clients and families receive the highest level of support.
About Charlie Health
Charlie Health exists to change the way people experience behavioral healthcare. We provide personalized, virtual treatment for individuals with complex needs—mental health conditions, substance use disorders, and eating disorders. Our model emphasizes connection between clients, clinicians, care teams, families, and communities, helping people access care from the comfort of home.
Schedule
- Full-time, remote (#LI-Remote)
- Not currently hiring in CA, CO, NY, or WA
- Must be work-authorized in the U.S.
What You’ll Do
- Lead a team of 12–15 Care Experience Leads and Specialists.
- Oversee day-to-day operations to ensure timely, compassionate, and effective client support.
- Guide Care Experience Specialists who:
- Act as liaisons across admissions, billing, outreach, utilization review, and clinical teams.
- Resolve client and family concerns while maintaining strong communication.
- Manage scheduling, rescheduling, and attendance follow-ups.
- Coach and support Care Experience Leads who oversee groups of 4–8 Specialists.
- Ensure KPIs are met, including: call answer rates, call quality, talk time, issue resolution, and client satisfaction.
- Serve as the escalation point for client concerns.
- Conduct call reviews and provide coaching for quality assurance.
- Support re-engagement efforts for clients struggling with attendance.
- Report team performance to leadership and proactively address issues.
- Collaborate with leadership to implement best practices in admissions and care delivery.
What You Need
- 4+ years of experience in customer success, care coordination, call center management, or healthcare-related roles.
- Proven track record of leading and motivating high-performing teams.
- 1+ years of experience managing indirect reports (e.g., managers of managers).
- Strong data-driven decision-making skills and performance management experience.
- Experience in healthcare, hospitality, or service-oriented industries.
- Bachelor’s degree in Communications, Business Administration, or related field preferred.
- Salesforce experience highly preferred.
- Strong multitasking skills with the ability to solve complex problems in fast-paced environments.
- Excellent communication and interpersonal skills.
- Passion for mental health and building systems that support better outcomes.
Benefits
- Competitive salary ($80,000–$95,000 base, plus bonus potential)
- Comprehensive benefits package for full-time employees
- Inclusive and mission-driven culture
- Opportunities to grow as the organization continues to expand nationally
At Charlie Health, you’ll lead a team that ensures clients feel supported and families feel heard. Together, we’ll redefine what care looks like for people navigating life’s hardest challenges.
Happy Hunting,
~Two Chicks…