Why Charlie Health?
Young people across the nation are grappling with a mental health crisis characterized by escalating rates of depression, anxiety, trauma, substance use disorders, and suicide. Individuals who seek support are met by geographical and financial barriers, driving increased urgency for a new approach to behavioral health treatment.
At Charlie Health, our mission is to connect the world to life-saving mental health treatment. Our treatment programs combine curated peer groups, individual therapy, and family therapy into personalized, evidence-based treatment plans to provide long-term healing from home. By prioritizing connections among young people with shared mental health experiences and goals, Charlie Health fosters sustainable healing and achieves industry-leading clinical outcomes, with over 90% of our clients seeing improvement in their most severe mental health symptoms.
Every member of the Charlie Health team is fueled by an unwavering passion for our mission. If you share this commitment, we invite you to join us in making a tangible impact on the mental health landscape.
About the Role
The Director of Referral Relations will oversee all patient-related communication and coordination with referral partners, such as hospitals, outpatient practices, schools, and governmental organizations. The Director of Referral Relations you will be a key leader responsible for ensuring the seamless coordination of care for patients referred by our valued partners. You will lead a dynamic team dedicated to delivering outstanding customer service, monitoring treatment progress, and planning for post-discharge care.
As the Director of Referral Relations, you will be responsible for maintaining relationships with key referral partners and ensuring that partners continue to view Charlie Health as a trusted treatment partner for their clients. You will do so by managing a team who monitor clients’ progress in treatment, provide regular updates to referral partners, and co-manage ongoing care plans post-Charlie Health with partners. You will also personally maintain relationships with our most valuable and strategic partners. Success will be measured via CSAT, retention of referral partners, and successful scheduling of clients in ongoing care post-Charlie Health.
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.
Responsibilities
- Team Management
- Manage and lead a team focused on delivering exceptional customer service and care coordination for referred patients.
- Monitor team workload, ensuring adequate staffing and load-balancing, and hold team accountable to key performance metrics (e.g. weekly referral call volume, weekly discharge volume)
- Referral Partner Communication
- Establish and maintain strong relationships with referral partners, serving as the primary point of contact for communication and updates.
- Provide timely and transparent progress reports on patients’ treatment journeys, fostering trust and collaboration.
- Drive mutually beneficial relationships with external partners through close collaboration with the Clinical Outreach, Partnerships, and Care teams
- Care Coordination and Post-Discharge Planning
- Oversee the coordination of patient care, ensuring a smooth and comprehensive experience from intake to discharge
- Develop comprehensive discharge plans and ensure successful patient placement post-discharge
- Technology
- Work cross-functionally to implement technologies and processes that boost team productivity and/or improve the patient, partner, or employee experience
- Maintain a comprehensive database of trusted referral partners
Qualifications
- 6-8+ 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
- Experience managing virtual teams highly preferred
- Experience with Salesforce highly preferred
- Proficiency with Google Suite, Microsoft Office, and online conferencing tools
- 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
Benefits
Charlie Health is pleased to offer comprehensive benefits to all full-time, exempt employees. Read more about our benefits here.
Additional Information
The total target cash compensation for this role will be between $138,600 and $193,600 per year at the commencement of employment. However, pay will be determined on an individualized basis and will be impacted by location and number of years of experience. Further, cash compensation is only part of the total compensation package, which, depending on the position, may include stock options and other Charlie Health-sponsored benefits. #LI-HYBRID
Our Values
- Connection
- Care deeply
- We care personally about every single person in the Charlie Health ecosystem: our clients, providers, and team members alike.
- Inspire hope
- We inspire hope with every interaction, reminding our clients that we truly and unconditionally believe in them.
- Congruence
- Stay curious
- We ask “why” five times before we’re satisfied with the answer. We don’t stick to the status quo; we challenge our assumptions and remain humble.
- Heed the evidence
- Above all, we’re results-oriented. When we find data that calls our original plan into question, we modify or pivot.
- Commitment
- Act with urgency
- We work as swiftly as possible. The mental health crisis is relentless, and so are we.
- Don’t give up
- Our clients don’t give up and neither do we. Persistence is our superpower.
Please do not call our public clinical admissions line in regard to this or any other job posting.
Please be cautious of potential recruitment fraud. If you are interested in exploring opportunities at Charlie Health, please go directly to our Careers Page: https://www.charliehealth.com/careers/current-openings. Charlie Health will never ask you to pay a fee or download software as part of the interview process with our company. In addition, Charlie Health will not ask for your personal banking information until you have signed an offer of employment and completed onboarding paperwork that is provided by our People Operations team. All communications with Charlie Health Talent and People Operations professionals will only be sent from @charliehealth.com email addresses. Legitimate emails will never originate from gmail.com, yahoo.com, or other commercial email services.
Recruiting agencies, please do not submit unsolicited referrals for this or any open role. We have a roster of agencies with whom we partner, and we will not pay any fee associated with unsolicited referrals.
At Charlie Health, we value being an Equal Opportunity Employer. We strive to cultivate an environment where individuals can be their authentic selves. Being an Equal Opportunity Employer means every member of our team feels as though they are supported and belong. We value diverse perspectives to help us provide essential mental health and substance use disorder treatments to all young people.
Charlie Health applicants are assessed solely on their qualifications for the role, without regard to disability or need for accommodation.
