Full-Time
Client Support Specialist
Confirmed live in the last 24 hours
Charlie Health
1,001-5,000 employees
Online mental health treatment for youth
Compensation Overview
$45k - $55kAnnually
Junior, Mid
Remote in USA
- Upholds Charlie Health's Mission, Vision, and Values and takes great pride in providing clients with exceptional service in order to support their mental health journeys
- High school diploma or equivalent
- Minimum 2 years experience working in a customer/patient success or support role
- Experience working with young adults and adolescents (healthcare setting preferred)
- 1-2 years of Salesforce experience (or equivalent CRM platform) required
- 1-2 years of experience using contact center technology
- Strong ability to multitask and work in a fast-paced environment
- Demonstrates a high level of emotional intelligence
- Knowledge of HIPAA policies and procedures
- Work authorized in the United States and native or bilingual English proficiency
- Proficiency with cloud-based communication and software (Slack, G-suite, Microsoft Office, Zoom & EMR)
- Answer inbound calls, emails, and texts and resolving patient and family concerns or requests efficiently and effectively
- 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: call answer rates, daily talk time, daily call volume, issue resolution rate, time to resolution, aftercare appointment scheduling rate, and customer satisfaction scores
Charlie Health offers online mental health treatment services specifically designed for young people. Their main product is a virtual Intensive Outpatient Program (IOP) that combines personalized care with peer support to promote long-term healing. Clients can start the program quickly, often within 24 hours, and have flexible scheduling options available throughout the week. The company operates on a business model where clients can pay for services out-of-pocket or through insurance, with an easy verification process for coverage. Charlie Health distinguishes itself from competitors by focusing on the youth demographic and demonstrating effectiveness, as over 90% of clients report improvements in their mental health symptoms, supported by annual outcomes reports and clinical research. The goal of Charlie Health is to provide accessible and effective mental health treatment to young individuals in need.
Company Stage
Seed
Total Funding
$826.8K
Headquarters
Bozeman, Montana
Founded
2020
6 month growth
↑ 31%1 year growth
↑ 60%2 year growth
↑ 158%
Simplify's Take
What believers are saying
- Charlie Health's services have demonstrated significant efficacy, with over 90% of clients seeing improvements in severe mental health symptoms.
- The company's rapid growth and strategic partnerships, such as with Memorial Hermann and Talkspace, indicate strong market validation and potential for further expansion.
- The appointment of experienced leaders like Christine Ko as Chief People Officer suggests a strong focus on organizational growth and employee well-being.
What critics are saying
- The telehealth market is highly competitive, with numerous players like Talkspace and Mantra Health potentially diluting Charlie Health's market share.
- Dependence on insurance coverage for revenue could pose financial risks if reimbursement policies change or if clients face difficulties in verifying coverage.
What makes Charlie Health unique
- Charlie Health's focus on high-acuity mental health care for young people sets it apart in the telehealth market, which often targets a broader demographic.
- Their virtual Intensive Outpatient Program (IOP) offers rapid initiation within 24 hours, providing a level of accessibility and immediacy that is rare in the mental health sector.
- Partnerships with major health systems like Memorial Hermann and inclusion in Talkspace's Behavioral Health Consortium enhance their credibility and expand their reach.
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