Director of Care Navigation

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.

About the Role

The Director of Care Navigation is a key strategic and operational leader at Charlie Health, responsible for overseeing all referral communications and optimizing care coordination across the client journey. This role bridges Growth and Operations, ensuring alignment between our referral strategy and care delivery functions. The Director will lead a high-performing team tasked with delivering exceptional service to referral partners (e.g., hospitals, outpatient providers, schools), maintaining strategic relationships, tracking treatment progress, and planning post-discharge transitions.

In addition to day-to-day team leadership and partner communication, the Director will use data insights and cross-functional collaboration to improve operational workflows, drive strategy, and inform referral decisions. Success will be measured by client outcomes, referral partner retention, operational KPIs, and the ability to scale and adapt processes across new markets and programs.

This is an exciting opportunity for a mission-driven leader who combines strategic acumen with operational rigor and a deep passion for mental healthcare access.

Responsibilities

• Team Leadership & Operational Oversight
• Lead, coach, and develop a high-performing team responsible for client communication, care coordination, and referral partner engagement.
• Ensure optimal staffing levels, manage scheduling and capacity planning, and balance workload distribution across high-volume periods.
• Monitor team performance against KPIs (e.g., referral volume, response time, time-to-discharge, partner satisfaction) and conduct regular 1:1s, team meetings, and performance reviews.
• Build a culture of accountability and continuous improvement by providing real-time feedback, coaching underperformers, and recognizing high performers.
• Translate organizational strategy into day-to-day operational plans by establishing repeatable workflows, SOPs, and performance expectations.
• Partner with People Ops to support hiring, onboarding, and professional development of team members.

• Referral Strategy & Communication
• Own the strategy for referral partner management, including segmentation, communication cadences, escalation protocols, and outreach frameworks.
• Serve as the primary escalation point for complex or high-value referral partners to ensure consistent, white-glove service delivery.
• Create and maintain referral reporting dashboards that track satisfaction, conversion, and follow-through to identify trends and inform engagement tactics.
• Regularly meet with key partners to provide clinical updates, discuss discharge planning, and gather feedback on their experience.
• Align referral strategy with national and regional growth goals, ensuring team workflows and bandwidth support new market expansion.

• Care Coordination and Post-Discharge Planning 
• Oversee the team’s coordination of patient care throughout the client journey, including intake review, non-admission follow-up, in-program updates, and discharge planning.
• Ensure discharge plans are timely, clinically appropriate, and clearly communicated to both clients and external partners.
• Track referral outcomes to ensure follow-through on post-discharge placements and partner feedback loops.
• Collaborate with Clinical and Utilization Management teams to ensure coordination is aligned with treatment progress and payer considerations.
• Identify gaps in referral resources and proactively source or vet new partner organizations to ensure a robust post-care network.

• Technology 
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