Charlie Health

Manager

• 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 

Therapist

• 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

Care Experience Manager

Lead Clinical Admissions Therapist

Medical Director

Admissions Manager