Care Team Lead

Why Charlie Health?

Millions of people across the country are navigating mental health conditions, substance use disorders, and eating disorders, but too often, they’re met with barriers to care. From limited local options and long wait times to treatment that lacks personalization, behavioral healthcare can leave people feeling unseen and unsupported.

Charlie Health exists to change that. Our mission is to connect the world to life‑saving behavioral health treatment. We deliver personalized, virtual care rooted in connection—between clients and clinicians, care teams, loved ones, and the communities that support them. By focusing on people with complex needs, we’re expanding access to meaningful care and driving better outcomes from the comfort of home.

As a rapidly growing organization, we’re reaching more communities every day and building a team that’s redefining what behavioral health treatment can look like. If you're ready to use your skills to drive lasting change and help more people access the care they deserve, we’d love to meet you.

Charlie Health is looking for a dynamic, passionate Care Experience Team Lead to provide support and supervision to our broader team of Care Experience Specialists. Together, the Care Experience Team will be responsible for providing unparalleled customer support for all Charlie Health patients and families throughout their treatment experiences.

The Care Experience Team Lead will manage, monitor, and motivate Care Experience Specialists to ensure we are fulfilling clients’ and families’ important requests and meeting expectations. The Care Experience Team Lead will be responsible for addressing escalated client and family requests or concerns, providing internal support to direct reports and external supplementary outreach and support to clients in need of extra care.

The Care Experience Team Lead will also act as a liaison between clients and other internal Charlie Health teams, coordinating closely with internal departments, to provide families with a centralized primary point of contact, ensure adherence to standard internal procedures and better support clients in our care.

Our team is composed 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.

• Supervise a team of Care Experience Specialists to ensure exceptional customer support for all Charlie Health clients, at every encounter
  • Monitor the performance, attendance, and professional conduct of each direct report
• Coach direct reports to meet individual and team KPIs, such as:
  • Number of task points accrued for completed client support requests
  • Percentage of client support requests resolved within 1 business day
  • Number of inbound calls handled
  • Call quality score
  • First call resolution rate
• Understand, and be able to perform, the duties of a Care Experience Specialist
• Resolve complex, multi‑faceted patient and family concerns or requests efficiently and effectively
• Support Care Experience Specialists with escalated client requests through resolution, including direct client/family outreach when needed
• Report to Care Experience Manager on individual/team KPIs and schedule adherence, proactively identify performance issues, work avoidance or misconduct and elevate to leadership as needed
• Conduct weekly individual and team meetings to support performance, engagement, and morale
• Support new hires with high‑quality onboarding plans, ongoing training, and coaching toward quality performance
• Complete daily reviews of the Charlie Cares request queue to identify gaps in service and assign outreach responsibilities to your team of Specialists as needed
• Liaison between patients and Charlie Health internal teams such as Admissions, Billing, Utilization Review, Outreach, and Clinical Teams
• Adapt to organizational change and departmental restructuring to fit the needs of our clients, families, and referral sources
• Provide select…