Charlie Health

Therapist

• Provide telehealth services as a Licensed Mental Health Therapist/Counselor
• Schedule and conduct individual and/or family sessions
• Engage in group sessions and provide group treatment
• Participate in case discussions with other clinicians
• Utilize an AI-powered virtual scribe for clinical documentation
• Collaborate with Admissions and Assessment team for scheduling and administrative support
• Ensure high-quality care to clients while managing own schedule

Licensed Mental Health Therapist

Business Development Rep

• Review and process referral information daily to ensure accuracy and completeness.
• Maintain up-to-date and organized referral and provider data in internal systems.
• Create and update account and contact records to reflect new or changing provider relationships.
• Collaborate cross-functionally with Partnerships, Outreach, and Admissions teams to ensure timely referral routing and follow-up.
• Identify and correct data discrepancies to improve operational accuracy and reporting reliability.
• Support process improvement initiatives that enhance referral management efficiency.
• Uphold Charlie Health’s standards for data integrity, confidentiality, and compliance.

Business Development Coordinator – Contract

Manager

• 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
• Liaise between the client and admissions, billing, utilization review, outreach and clinical teams to resolve client and family concerns and coordinate with other staff as needed
• Identify gaps in treatment attendance and proactively reach out to clients to resolve issues leading to non-attendance
• Manage client schedules, including scheduling and rescheduling appointments

Client Advocacy Manager

• Meet with clients upon admission, build rapport, and establish treatment needs
• Present programming information to help clients gain access to care
• Complete virtual biopsychosocial assessments for children, teens, young adults, and adults
• Determine appropriateness and fit for virtual intensive outpatient program (IOP) level of care
• Construct provisional mental health diagnoses utilizing DSM-V criteria
• Document client information in accordance with regulatory standards using electronic medical record
• Assign treatment team members and group schedules and inform staff of new admissions
• Interface with Admissions, Verification of Benefits, Utilization Review, and Clinical teams to facilitate intake
• Collaborate with referral sources (hospitals, treatment centers, psychiatrists, therapists, and other behavioral health providers)
• Cover specified shifts (11am-7pm MT or 12pm-8pm MT) and weekends as needed

Clinical Admissions Therapist

• Provide telehealth services including group, individual, and family therapy for mental health, substance use, and eating disorder clients
• Facilitate group sessions (maximum of 8 clients) and individual/family sessions
• Deliver personalized, virtual care rooted in connection and collaboration with care teams and loved ones
• Collaborate in case discussions and participate in clinical team activities
• Coordinate with Admissions team who handle scheduling, billing, and client communication
• Maintain and manage a caseload of motivated clients with support from Operations, HR, IT, and marketing
• Use cloud-based tools and EMR, and leverage AI-powered documentation to streamline clinical notes
• Schedule availability in evenings and some Saturdays as required; ensure consistent weekly group scheduling

Learning and Development

• Ensure the timely, thorough, and consistent onboarding of Admissions and intake team new hires to enable effective field deployment
• Lead engaging, high-impact virtual training sessions for new hires across Care Delivery Department (Admissions, Care Experience, Clinical Admissions)
• Design, implement, and continuously refine asynchronous onboarding materials (e-learning modules, job aids, knowledge bases)
• Strategically evaluate and improve onboarding programs through data analysis, stakeholder feedback, and cross-functional collaboration
• Partner with leadership and subject matter experts to ensure onboarding content reflects best practices and business needs
• Maintain and enhance onboarding documentation, including training manuals and internal resources
• Support long-term learning initiatives by identifying skill gaps and contributing to ongoing training programs for existing team members
• Work with Sr Director of Admissions, Director of Outreach Training, Onboarding & Development, Care Experience, Business Operations, and Executive Leadership to align strategies
• Act as a Salesforce super user, providing training, support, and consultation for teammates
• Support conducting training for other internal departments on the roles and needs of the admissions team
• Contribute to development of a high-performing, mission-aligned team capable of rapidly connecting clients to care

Learning and Development Associate

Financial Planning and Analysis

• Welcome clients and families into our program post-admission, build rapport, and provide care coordination and customer service to ensure all client needs are met throughout their time in treatment
• Place outbound calls, emails and texts to admitted clients to ensure they fully enrolled in their treatment plan
• Reach out to clients to ensure they understand their insurance benefits and have successfully completed their program financial enrollments
• Act as a liaison between patients and internal Charlie Health teams such as Admissions, Billing, Utilization Review, Outreach and Clinical
• Support client-related requests from the Clinical Care team to improve the patient’s experience
• Identifying gaps in treatment attendance and reaching out to clients to resolve issues with treatment that may be leading to non-attendance proactively
• Communicate aftercare resources (i.e. outpatient therapy providers) to families and work with families to schedule appointments post-Charlie Health
• Managing client schedule, scheduling and rescheduling appointments
• Complete all documentation in a timely and accurate manner
• Adapt to organizational change and departmental restructuring to fit the needs of our clients, families, and referral sources
• Meet determined KPIs including: Appointments scheduled, financial agreements completed, daily call volume, issue resolution rate, time to resolution, aftercare appointment scheduling rate, customer satisfaction scores etc.

Patient Finance Specialist

• Place outbound calls, emails and texts to admitted clients to ensure they fully enrolled in their treatment plan
• Reach out to clients to ensure they understand their insurance benefits and have successfully completed their program financial enrollments
• Act as a liaison between patients and internal Charlie Health teams such as, Admissions, Billing, Utilization Review, Outreach and Clinical
• Support client-related requests from the Clinical Care team to improve the patient’s experience
• Identifying gaps in treatment attendance and reaching out to clients to resolve issues with treatment that may be leading to non-attendance proactively
• Communicate aftercare resources (i.e. outpatient therapy providers) to families and work with families to schedule appointments post-Charlie Health
• Managing client schedule, scheduling and rescheduling appointments
• Complete all documentation in a timely and accurate manner
• Adapt to organizational change and departmental restructuring to fit the needs of our clients, families, and referral sources
• Meet determined KPIs including: Appointments scheduled, financial agreements completed, daily call volume, issue resolution rate, time to resolution, aftercare appointment scheduling rate, customer satisfaction scores etc.

Salesforce Administrator

• Support the design of Salesforce architecture and strategy, build new features, and support a rapidly growing user base
• Assist all teams across the organization with their Salesforce needs (Admissions, Clinical Outreach, Patient Finance, Compliance, etc.)
• Ensure system integrity and efficiency and build the CRM infrastructure for Charlie Health
• Develop reporting to drive insights across the business
• Create processes and onboarding documentation for users
• Assess team needs and pain points and deliver solutions to drive long-term efficiency gains
• User and license management including new user setup/deactivation, roles, profiles, permissions, and sharing rules
• Daily administration and support including customization of objects, fields, record types, page layouts, and validation rules
• Management of integrated applications and third-party suppliers (i.e., DocuSign)
• Utilize automation processes (flows, etc.) to increase user efficiency
• Document all customizations built

• Lead a team of 12-15 care experience leads and specialists to provide exceptional customer support to Charlie Health clients
• Liaising between the client and admissions, billing, utilization review, outreach and clinical teams
• Resolving client and family concerns and directing to 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
• Care Experience Leads oversee 4-8 Care Experience Specialists
• Ensure direct reports are meeting determined KPIs including: call answer rates, daily talk time, daily call volume, issue resolution rate, time to resolution, aftercare appointment scheduling rate, and customer satisfaction scores
• Support re-engagement efforts made by specialists for clients struggling to attend treatment
• Complete daily reviews of support cases (email, internal, SMS, and phone) to ensure all cases are resolved within 48 hours
• Serve as an escalation point for client concerns that can’t be resolved by Care Experience Specialists
• Report to team leadership on KPIs, proactively identify performance issues, and escalate to management
• Listen to Care Experience specialist calls for quality assurance purposes and provide regular coaching to Care Experience Specialists

Care Experience Manager 

• Oversee facilitation of admissions for at-risk youth and act as first point of contact for potential patients and families
• Build rapport with families, assess clinical needs, and ensure a seamless, compassionate admissions experience
• Meet performance metrics related to admission rates, patient satisfaction, and time-to-admission
• Provide clinical and administrative supervision to a team of Clinical Admissions Therapists and Associates, including performance management and coaching
• Participate in weekly leadership meetings and collaborate cross-functionally to refine assessment tools and workflows
• Conduct HIPAA-compliant virtual biopsychosocial assessments and develop provisional DSM-5 diagnoses
• Coordinate with crisis teams and escalate to higher levels of care as needed
• Assign clients to appropriate therapists, group schedules, and cohorts and ensure timely, accurate EMR documentation
• Conduct monthly chart audits, deliver biannual performance reviews, and drive continuous improvement across the department

Lead Clinical Admissions Therapist

Medical Director

• Partner with the Chief Clinical Officer and other medical leaders to ensure highest quality patient care
• Provide comprehensive evaluations, patient consultations, and direct patient care including medication management and diagnostic assessments
• Ensure compliance with medical and clinical policies and procedures and oversee updates to medical policies
• Maintain and enhance standards of health care delivery and ensure services are cost effective and efficient
• Assist in recruiting, hiring, orienting, monitoring, directing, coaching, and evaluating medical staff
• Review patient complaints and satisfaction surveys and respond as necessary
• Provide technical medical advice to the Chief Clinical Officer and treatment team
• Supervise development and operation of quality assurance and participate in quality improvement processes
• Assist in obtaining state licenses, Medicaid contracts and commercial in-network contracts
• Provide consultation and peer review for medical staff
• Assist in development of data, performance outcomes, and compliance reporting with the Chief Compliance Officer
• Address risk management and patient grievances relating to clinical care
• Participate in treatment team meetings and help arrange continuing education for medical personnel

• Lead a team of 10+ Admissions Coordinators, who facilitate a high volume of inbound and outbound calls from prospective clients, families and referral sources
• Lead hiring, training and performance reviews for Admissions Coordinators
• Coordinate team schedules and workload distribution to ensure efficient operations
• Responsible for delivering high contact center service levels and call quality
• Ensure team is consistent and timely coordination/communication with all prospective clients, families, and referral sources to advance clients into Charlie Health’s program
• Leads their team to champion each individual client’s Charlie Health admissions process and addresses/resolves concerns from clients/families around Charlie Health’s program
• Coordinate with internal teams to ensure KPIs such as time-to-admission and client satisfaction are met
• Develop and implement best practices across the Admissions and Discharge process
• Partner with Executive Leadership to update the business on Admissions team performance

Licensed Mental Health Therapist

Business Development Coordinator – Contract

Client Advocacy Manager

Clinical Admissions Therapist

Licensed Mental Health Therapist

Learning and Development Associate

Patient Finance Specialist

Patient Finance Specialist

Salesforce Administrator

Care Experience Manager

Lead Clinical Admissions Therapist

Medical Director

Admissions Manager