Care Delivery Manager

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 Care Delivery Manager manages a team of Care Navigators. Together, the team is responsible for providing outbound referrals to other healthcare providers. These outbound referrals include clients who are not appropriate for admission into Charlie Health.The Care Delivery 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 Care Delivery Manager position is a highly metrics-driven role. 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.

We’re a team 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. If you’re inspired by our mission and energized by the opportunity to increase access to mental healthcare and impact millions of lives in a profound way, apply today.

Responsibilities

• Team Leadership:
  • Lead and manage a team of Care Navigators, providing guidance, support, and mentorship.
  • Foster a collaborative and positive team culture to enhance overall productivity and job satisfaction.
• Staffing, Training, and Performance Management:
  • Partner with Senior Manager, Care Delivery to ensure adequate hiring of Care Navigators, serve as hiring manager for all Care Navigator hiring processes
  • Oversee all new hire training including material creation and iteration
  • Managing high-functioning Care Navigator team including coaching for up-leveling and poor performance management
• Client and Referral Source Support:
  • Lead with the Care Navigator team to provide excellent customer support to clients and our Referral Sources
  • Address any issues or concerns promptly to ensure a high level of client and therapist satisfaction.
• Technology Integration:
  • Work closely with the technology team to integrate new features and enhancements that improve the overall virtual therapy experience.
  • Troubleshoot technical issues and coordinate with the IT department for timely resolution.
• Quality Assurance:
  • Develop and implement quality assurance measures to ensure the delivery of high-quality virtual mental healthcare services.
  • Conduct regular audits of virtual sessions to identify and address any operational gaps.
• Data Analysis and Reporting:
  • Utilize data analytics to assess key performance indicators and make data-driven decisions for process improvement.
  • Generate regular reports on operational efficiency and team performance.
• Compliance and Documentation:
  • Stay abreast of industry regulations and ensure compliance with healthcare standards and guidelines.
  • Maintain accurate and up-to-date documentation of operational processes and protocols.

Requirements

• Bachelor's degree
• Minimum 5 years experience, including 2+ years of management experience
• Experience translating business needs into actionable processes and technology enhanceme