Care Experience Specialist

About Charlie Health

Charlie Health delivers personalized, virtual behavioral health treatment to millions navigating mental health conditions, substance use disorders, and eating disorders. Our mission is to connect the world to life-saving treatment rooted in connection—between clients, clinicians, care teams, and communities. We're expanding access to meaningful care from the comfort of home.

About the Role

As a Care Experience Specialist, you'll support clients and families throughout their treatment journey. You'll welcome new clients post-admission, build rapport, provide care coordination, and serve as the primary liaison between clients and internal Charlie Health teams. This role ensures all client needs are met and delivers an unparalleled experience for those in our care.

Key Responsibilities

• Answer inbound calls, emails, and texts, resolving patient and family concerns efficiently and effectively
• Act as liaison between patients and internal teams (Admissions, Billing, Utilization Review, Outreach, Clinical)
• Support client-related requests from the Clinical Care team to improve patient experience
• Identify gaps in treatment attendance and proactively reach out to resolve non-attendance issues
• Communicate aftercare resources and help families schedule post-treatment appointments with outpatient providers
• Manage client schedules and handle appointment scheduling and rescheduling
• Complete all documentation accurately and timely
• Adapt to organizational change and restructuring to meet client and team needs

What We're Looking For

A dynamic, passionate individual energized by our mission to increase access to mental healthcare. You'll thrive in a team of forward-thinking professionals tackling the mental health crisis and impacting millions of lives.

Salary Disclosure: This is an editorial market estimate of $80K–$130K USD annually and is not employer-provided compensation. Actual salary varies by experience, qualifications, and location.