Help families understand, afford, and stay connected to life-saving mental health care in a fully remote, client-facing finance role.
About Charlie Health
Charlie Health provides virtual, personalized behavioral health treatment for people facing complex mental health, substance use, and eating disorders. Their mission is to break down barriers to care by combining clinical excellence with high-touch support for clients and families across the country. As they grow, they’re building a care experience that feels human, responsive, and accessible from home.
Schedule
- Full-time, remote role within eligible U.S. states
- Not available in: Alaska, Maine, Washington DC, New Jersey, California, New York, Massachusetts, Connecticut, Colorado, Washington State, Oregon, or Minnesota
- Two main schedule options (Mountain Time):
- Mon–Fri: 10 AM–7 PM MT (11–8 CT | 12–9 ET | 9–6 PT)
- Tues–Sat: 9 AM–6 PM MT (10–7 CT | 11–8 ET | 8–5 PT)
- Required 2-week training: Mon–Fri, 8 AM–5 PM MT
Responsibilities
- Place outbound calls, emails, and texts to newly admitted clients and families to ensure they are fully enrolled in their treatment plan
- Clearly explain insurance benefits and guide clients through program financial enrollment and payment expectations
- Act as a liaison between clients and internal teams, including Admissions, Billing, Utilization Review, Outreach, and Clinical
- Support finance-related and logistics-related client requests that impact the care experience
- Identify issues that may cause missed sessions (billing confusion, access issues, schedule conflicts) and proactively reach out to resolve them
- Share aftercare resources and help families schedule post-program outpatient appointments when needed
- Manage client schedules, including booking and rescheduling appointments
- Complete all documentation accurately and on time in Salesforce and related systems
- Adapt to evolving workflows and organizational changes to best serve clients and referral sources
- Consistently meet or exceed KPIs, including:
- Appointments scheduled
- Financial agreements completed
- Daily call volume
- Issue resolution rate and time to resolution
- Aftercare scheduling rate
- Client satisfaction scores
Requirements
- Alignment with Charlie Health’s mission and values, with a strong commitment to client service
- High school diploma or equivalent
- Excellent written and verbal communication skills
- Minimum 2 years of experience in customer or patient success/support roles
- 1–2 years of Salesforce (or similar CRM) experience – required
- 1–2 years of experience using contact center technology
- 1–2 years of experience discussing financial matters with customers (health insurance and medical billing experience strongly preferred)
- Ability to multitask and stay organized in a fast-paced, high-volume environment
- Demonstrated emotional intelligence and empathy in client interactions
- Working knowledge of HIPAA policies and procedures
- Authorized to work in the United States; native or bilingual English proficiency
- Comfortable using Slack, Google Suite, Microsoft Office, Zoom, and EMR systems
Benefits
- Comprehensive benefits package for full-time, exempt employees
- Fully remote role in a mission-driven behavioral health organization
- Direct impact on clients’ ability to access and maintain treatment
- Collaborative, supportive team environment focused on both outcomes and compassion
If you’re comfortable talking numbers, calm under pressure, and passionate about helping families navigate the financial side of care, this role lets you do meaningful work every single day.
Happy Hunting,
~Two Chicks…