Why Charlie Health?
Young people across the country need our help. The sad reality is that a mental health crisis has taken hold of our most vulnerable population—leading to record levels of depression, anxiety, substance abuse, and self-harm. From Manhattan to Montana, this reality is compounded by issues of access, both geographic and financial. The mental health landscape is systemically broken, and our young people are suffering as a result.
Charlie Health has set out on a mission to reimagine how high acuity care is delivered to young people and families in crisis. Our initial offering is a virtual intensive outpatient program, which places peers with similar mental health experiences and goals into customized virtual groups. Our team of masters-level clinicians lead groups multiple times per week to deliver a higher level of care.
Our goal is to help young people and families heal together. Through a combination of exceptional medical and psychological care, engaged community partnerships, and best-in-class technology, we provide an unparalleled approach to recovery support that serves individual needs in an integrated way. Join us in our mission to ensure that every young person—regardless of location or socioeconomic status—can get the care that they deserve.
About the Role
The Referral Relations Manager manages a team of Referral Coordinators and Discharge Planners. Together, the team is responsible for providing in-treatment updates to referring providers (based on providers’ stated preferences), compiling discharge plans for clients completing care, and making outbound referrals to other healthcare providers. These outbound referrals include clients who are discharging from Charlie Health, those who need additional resources outside of Charlie Health, and those who are not appropriate for admission into Charlie Health.
The Referral Relations Manager will work closely with the Clinical Outreach and Partnerships teams to build awareness of other providers across the continuum of care, with the goal of driving placement accuracy, improving clinical outcomes, and supporting partner relationships.
The Referral Relations Manager position is a highly metrics-driven role. The performance of the Manager will be scored based on the productivity, quality, and accuracy of the team’s treatment updates, discharge plans, and refer-outs. The Manager is responsible for monitoring individual team member performance using dashboards and routine quality assurance checks. The Manager must coach team members accordingly, which includes recognizing / rewarding good performance, coaching those who are not performing, and taking disciplinary action when appropriate.
Lastly, the Manager will have the opportunity to build a team and define a culture that is motivating and rewarding. If successful, this position is an opportunity to impact thousands of lives in a positive way.
Responsibilities
- For active Charlie health clients, ensure:
- The provision of timely, high-quality treatment updates to external partners based on stated preferences
- The development of comprehensive discharge plans and successful client placement post-discharge
- For clients not admitted to Charlie Health, ensure placement with suitable alternative treatment options
- Drive mutually beneficial relationships with external partners through close collaboration with the Clinical Outreach and Partnerships teams
- Manage a team of Referral Coordinators and Discharge Planners by:
- Training, coaching, and developing members of the team
- Developing and monitoring data-driven team performance dashboards
- Holding weekly team and individual meetings to drive process adherence and progress towards goals
- Monitoring team caseload and ensuring adequate staffing and load balancing
- Conducting daily quality assurance checks
- Conducting regular performance reviews
- Motivating the team and developing a strong, supportive workplace culture
- Maintain Charlie Health’s comprehensive comprehensive database of trusted referral partners
- Provide feedback to leadership on how to adapt department processes over time to fit the needs of our clients, referral sources, employees, and business
- Understand, and be able to perform, the duties of Referral Coordinator and Discharge Planner
- Handle a client caseload as needed / appropriate
Requirements
- 3-5+ years of relevant work experience in healthcare operations or client services
- Excellent track record of managing and motivating high-performing frontline teams
- Experience with managing virtual teams highly preferred
- Ability to interpret and utilize data / individual metrics to manage team performance
- Experience translating business needs into actionable processes and technology enhancements
- Proficiency with Google Suite, Microsoft Office, and online conferencing tools
- Experience with Salesforce highly preferred
- 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
Additional Information
The expected base pay for this role will be between $70,000 and $90,000 per year at the commencement of employment. However, base pay will be determined on an individualized basis and will be impacted by location and years of experience. Further, base pay is only part of the total compensation package, which, depending on the position, may also include incentive compensation, discretionary bonuses, other short and long-term incentive packages, and other Charlie Health-sponsored benefits.
So—what do you think?
If you’ve made it this far, well, we’re excited to meet you too. Just one more thing that we want you to remember: we pride ourselves on our meritocratic, performance-driven culture. There are lives on the line, and we have young people to save. There’s no room for complacency. Your scope of responsibility and opportunity to make a difference will be uncapped at Charlie Health, but we need your commitment that you will work tirelessly for our patients, parents, and partners. At the end of day, our team is committed to helping you succeed at Charlie Health because when you succeed, our patients succeed, and we get one step closer to solving the mental health crisis. We’re hopeful that this role will give you the experience to go and do whatever you want in life but the fulfillment to make you never want to leave our team. We look forward to solving the mental health crisis, together.
Please do not call our public clinical admissions line in regards 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.
