Help families navigating mental health treatment feel supported at every step while leading a team dedicated to exceptional care.
About Charlie Health
Charlie Health provides personalized virtual behavioral health treatment for people facing complex mental health, substance use, and eating disorder challenges. Their mission is to break down barriers to care and create meaningful connections between clients, clinicians, and care teams. As a fast-growing organization, they are expanding access across the country and reshaping what high-quality, compassionate virtual care looks like.
Schedule
- Full-time, remote role
- Requires consistent weekend and evening availability (shifts ending as late as 9pm MT)
- Flexibility needed during peak seasons
- Not available to candidates in AK, CA, CO, IL, ME, NY, or WA
What You’ll Do
- Lead and support a team of Care Experience Specialists, ensuring every client receives exceptional service
- Monitor team performance, attendance, call quality, and overall conduct
- Coach team members to meet key metrics, including response time, call handling, resolution rates, and task completion
- Handle escalated client and family concerns with professionalism and empathy
- Report team performance and schedule adherence to the Care Experience Manager
- Conduct weekly 1:1s, team meetings, and biannual performance reviews
- Support training, onboarding, and ongoing development for new and current team members
- Review daily request queues, assign tasks, and identify service gaps
- Collaborate with internal teams including Admissions, Billing, Utilization Review, Outreach, and Clinical
- Provide select clients with enhanced support through weekly check-ins and coordinated updates
What You Need
- Bachelor’s degree in health sciences, business administration, communications, or related field
- 2+ years of experience in supervision/management and client or patient support
- Experience supporting adolescents and young adults (healthcare preferred)
- 1–2 years of Salesforce or CRM experience
- Experience with call/contact center technology
- Strong customer service, relationship-building, and communication skills
- Ability to interpret performance data and coach team members effectively
- Detail-oriented, able to thrive in a fast-paced environment
- Authorized to work in the United States with native or bilingual English proficiency
- Proficiency with Slack, G-Suite, Microsoft Office, Zoom, and EMR systems
Benefits
- Competitive base salary: $57,000–$73,000
- Performance-based bonus and potential additional compensation
- Comprehensive benefits for full-time employees
- Remote flexibility within approved states
- Mission-driven work that supports families nationwide
A strong role for someone who leads with empathy, thrives in a fast-paced care environment, and knows how to guide a team through high-impact work.
Happy Hunting,
~Two Chicks…