Care Navigator

About the Role

We are a startup with a big vision and your role will be essential to our success. You'll be granted an unparalleled level of responsibility, as your efforts will literally define how many kids we are able to treat. You'll work hand-in-hand with our team to facilitate admission for hundreds of at-risk youth. You'll obsess (in a healthy way) over ensuring that every possible patient and family member feel taken care of by Charlie Health’s admissions team. This position is highly interactive and serves as a critical part of aiding our patients, as you will be their first introduction to Charlie Health. The admissions team ensures that all admissions processes are completed within the designated time and documentation is professionally presented.

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 increase access to mental health care that will impact millions of lives in a profound way.

As a pivotal member of our startup, your role is integral to our vision. Your responsibilities are not just operational but directly tied to our core mission - increasing the number of young people we can treat. You'll be responsible for meeting and exceeding specific admission quotas, actively driving our patient outreach and acquisition efforts. This role requires a proactive approach to engaging potential patients and families, ensuring a seamless admissions process, and adhering to strict timelines and documentation standards. Your performance will be measured against key KPIs, including admission rates, patient satisfaction scores, and time-to-admission metrics.

Responsibilities

• Champion and manage the admissions process for each client, setting and achieving ambitious targets for client intake.
• Coordinate with internal teams to streamline the admissions process, ensuring KPIs such as time-to-admission and client satisfaction are met.
• Maintain meticulous client records, including treatment consents and insurance information, with a focus on meeting data accuracy and privacy standards.
• Maintain a comprehensive understanding of Charlie Health's services, mission and vision and be able to pitch Charlie Health’s innovative and individualized clinical model to clients and families
• Engages prospective clients, families, and referral sources in a compassionate, inclusive, and professional manner
• Builds deep trust and rapport with patients, parents, and providers and drives admissions conversations to gather demographics, presenting problems, and treatment histories
• Hustles to remove barriers to high-quality mental health care, involving other team members to admit clients and/or refer them to the appropriate level of care
• Ensures consistent and timely coordination/communication with all prospective clients, families, and referral sources to advance clients into Charlie Health’s program
• Clearly communicate financial policies, payment options, and potential financial assistance programs to patients during the admission process
• Adapts to organizational change and departmental restructuring to fit the needs of our clients, families, and referrals

Qualifications

• High school diploma or equivalent
• At least 1-2+ years of contact-center technology experience
• At least 1-2+ years of sales experience
• Proven track record of meeting or exceeding performance targets, particularly in client admissions or sales-related roles.
• At least 1 year of experience in Salesforce or similar CRM
• Commitment to upholding Charlie Health’s Mission, Vision, and Values.
• Experience working with adolescents and young adults in a mental health context a plus
• Proficiency in multitasking and operating in a high-paced environment
• High emotional intelligence and familiarity with HIPAA policies
• Proficiency in Microsoft Office and Google Suite

Benefits

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

Additional Information

Note: We are not currently considering applicants in CA, CO, NY, IL, and WA for this position. #LI-Remote