Care Experience Manager

Millions of people across the country are navigating mental health conditions, substance use disorders, and eating disorders, but too often, they’re met with barriers to care. From limited local options and long wait times to treatment that lacks personalization, behavioral healthcare can leave people feeling unseen and unsupported.

Charlie Health exists to change that. Our mission is to connect the world to life-saving behavioral health treatment. We deliver personalized, virtual care rooted in connection—between clients and clinicians, care teams, loved ones, and the communities that support them. By focusing on people with complex needs, we’re expanding access to meaningful care and driving better outcomes from the comfort of home.

As a rapidly growing organization, we're reaching more communities every day and building a team that’s redefining what behavioral health treatment can look like. If you're ready to use your skills to drive lasting change and help more people access the care they deserve, we’d love to meet you.

As the Care Experience Manager, you will lead a team of Care Experience Leads and Specialists dedicated to providing exceptional customer support to Charlie Health clients. Your responsibilities will include overseeing the day-to-day operations of the Care Experience team, ensuring client satisfaction, and driving performance improvements.

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 build a business that will impact millions of lives in a profound way.

• Lead a team of 12-15 care experience leads and specialists to provide exceptional customer support to Charlie Health clients
• Care Experience Specialists support clients and families by:
  • 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

• 4+ years of relevant work experience in customer success, care coordination, call center management, or a related field within the healthcare industry.
• Excellent track record of managing and motivating high-performing teams, using data to drive decision-making and measure performance.
• 1+ years of experience managing indirect reports (managing managers)
• Exceptional communication, interpersonal, listening, and relationship-building skills
• Resourceful with a natural ability to structure and solve ambiguous business problems
• Proactive self-starter and natural multitasker with a willingness to “be scrappy”
• Passion for mental health
• Work authorized in the United States and native or bilingual English proficiency
• Bachelor's degree in a relevant field (e.g., Communications, Business Administration, Hospitality Management, etc.) preferred.
• Proven experience in customer service, complaint resolution, or quality assurance roles, preferably in a healthcare, hospitality, or service-oriented industry.
• Excellent communication and interpersonal skills, with the ability to interact effectively with customers, colleagues, and stakeholders at all levels.
• Demonstrated problem-solving abilities and a proactive approach to addressing challenges and driving continuous improvement.
• Experience managing virtual teams highly preferred
• Experience with Salesforce highly preferred
• Proficiency with Google Suite, Microsoft Office, and online conferencing tools

Charlie Health is pleased to offer comprehensive benefits to all full-time, exempt employees. Read more about our benefits here. #LI-Remote

Note: We are not currently considering applicants in CA, CO, NY, and WA for this position.