Care Navigator

About the position

At Charlie Health, our mission is to connect the world to life-saving mental health treatment. Our innovative virtual programs combine curated group sessions, individual therapy, and family therapy, delivered through personalized, evidence-based treatment plans designed for sustainable healing from the comfort of home. By connecting individuals with shared experiences and fostering supportive communities, Charlie Health provides a pathway to long-term recovery, with over 90% of our clients seeing improvement in their most challenging mental health symptoms. Every member of our team shares a deep commitment to this mission. If you’re driven to make a meaningful impact, we invite you to join us in reshaping the future of mental healthcare. We are a startup with a big vision and your role will be essential to our success. You'll be granted an unparalleled level of responsibility, as your efforts will literally define how many kids we are able to treat. You'll work hand-in-hand with our team to facilitate admission for hundreds of at-risk youth. You'll obsess (in a healthy way) over ensuring that every possible patient and family member feel taken care of by Charlie Health’s admissions team. This position is highly interactive and serves as a critical part of aiding our patients, as you will be their first introduction to Charlie Health. The admissions team ensures that all admissions processes are completed within the designated time and documentation is professionally presented. Our team is comprised of passionate, forward-thinking professionals eager to take on the challenge of the mental health crisis and play a formative role in providing life-saving solutions. We are looking for a candidate who is inspired by our mission and excited by the opportunity to increase access to mental health care that will impact millions of lives in a profound way. As a pivotal member of our startup, your role is integral to our vision. Your responsibilities are not just operational but directly tied to our core mission - increasing the number of young people we can treat. You'll be responsible for meeting and exceeding specific admission quotas, actively driving our patient outreach and acquisition efforts. This role requires a proactive approach to engaging potential patients and families, ensuring a seamless admissions process, and adhering to strict timelines and documentation standards. Your performance will be measured against key KPIs, including admission rates, patient satisfaction scores, and time-to-admission metrics.

Responsibilities

• Ensure a supportive, positive experience for clients and referral sources / external providers
• Work directly with clients, families, and referral sources to understand their needs and preferences
• Make accurate and timely outbound referrals for who are not admitted to Charlie Health
• Collaborate closely with internal stakeholders at Charlie Health (e.g., clinical team, admissions team) as needed to fulfill job responsibilities
• Document all client and referral source interactions in the electronic record system
• Work closely with the Clinical Outreach and Partnerships teams to build a deep understanding of referral sources and the services they provide
• Function as a liaison between Charlie Health and partners to ensure all ongoing needs are met and the client experience remains at the center
• Adhere to stated policies and procedures and achieve performance metrics goals

Requirements

• High school diploma or equivalent
• At least 1-2+ years of contact-center technology experience
• At least 1-2+ years of sales experience
• Proven track record of meeting or exceeding performance targets, particularly in client admissions or sales-related roles
• At least 1 year of experience in Salesforce or similar CRM
• Commitment to upholding Charlie Health’s Mission, Vision, and Values
• Experience working with adolescents and young adults in a mental health context a plus
• Proficiency in multitasking and operating in a high-paced environment
• High emotional intelligence and familiarity with HIPAA policies
• Proficiency in Microsoft Office and Google Suite

Benefits

• Comprehensive benefits to all full-time, exempt employees