Use your empathy, calm under pressure, and organizational skills to support clients and families through life changing mental health treatment. As a Care Experience Specialist at Charlie Health, you will be the steady voice on the other end of the line, helping people navigate appointments, issues, and next steps so they can stay engaged in care that actually helps.
About Charlie Health
Charlie Health delivers personalized, virtual behavioral health treatment for people facing complex mental health, substance use, and eating disorder challenges. Their intensive outpatient programs combine individual, group, and family therapy, all online, to reach clients who would otherwise fall through the cracks. By focusing on connection and continuity of care, Charlie Health is reshaping how high acuity mental health treatment is delivered from home.
Schedule
Remote, full time role based in the United States
Not available to candidates in AK, ME, Washington DC, NJ, CA, NY, MA, CT, CO, WA State, OR, or MN
Evening and late afternoon availability required (exact schedule set by the team)
Work in a fast paced, contact center style environment guided by clear KPIs
What You’ll Do
⦁ Answer inbound calls, emails, and texts from clients and families, resolving concerns and requests efficiently and with compassion
⦁ Act as a liaison between clients and internal teams, including Admissions, Billing, Utilization Review, Outreach, and Clinical
⦁ Support client related requests from the Clinical Care team to improve the overall patient experience
⦁ Monitor treatment attendance, identify gaps or non attendance patterns, and proactively contact clients to address barriers to care
⦁ Share aftercare resources such as outpatient providers and help families schedule post program appointments
⦁ Manage client schedules by booking, adjusting, and rescheduling virtual appointments
⦁ Document all interactions and updates clearly and accurately in Salesforce, EMR, and other systems
⦁ Adapt to process changes and departmental shifts to best meet the needs of clients, families, and referral sources
⦁ Meet and maintain KPIs including call answer rates, daily talk time, call volume, issue resolution rate, time to resolution, aftercare scheduling rates, and customer satisfaction scores
What You Need
⦁ High school diploma or equivalent
⦁ At least 2 years of experience in a customer or patient success or support role
⦁ Experience working with adolescents and young adults, ideally in a healthcare or mental health setting
⦁ One to two years of Salesforce experience or another CRM platform
⦁ One to two years of experience using contact center technology
⦁ Strong multitasking skills and comfort working in a fast paced, metric driven environment
⦁ High emotional intelligence and the ability to stay calm, empathetic, and clear with people in distress
⦁ Knowledge of HIPAA policies and procedures
⦁ Work authorization in the United States and native or bilingual English proficiency
⦁ Proficiency with cloud based tools such as Slack, G Suite, Microsoft Office, Zoom, and EMR systems
⦁ Alignment with Charlie Health’s mission and pride in providing exceptional support for mental health journeys
Benefits
⦁ Expected base pay range of about 45,000 to 55,000 dollars per year, depending on location and experience
⦁ Comprehensive benefits package for full time exempt employees (health, dental, vision, retirement, and more)
⦁ Potential access to incentive and bonus programs as part of the total compensation package
⦁ Fully remote work with a mission driven team tackling the mental health crisis
⦁ Opportunities for growth as the organization continues to expand nationally
Mission driven remote roles where your day to day work directly impacts whether people stay connected to care do not stay open long.
If you are ready to use your empathy and service skills to help clients feel seen, supported, and scheduled for the care they need, this is your move.
Happy Hunting,
~Two Chicks…