Referral Relations Manager

| Nashville, TN, USA | Remote
Employer Provided Salary: 79,200-127,050 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
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Why Charlie Health?

Young people across the nation are grappling with a mental health crisis characterized by escalating rates of depression, anxiety, trauma, substance use disorders, and suicide. Individuals who seek support are met by geographical and financial barriers, driving increased urgency for a new approach to behavioral health treatment.

At Charlie Health, our mission is to connect the world to life-saving mental health treatment. Our treatment programs combine curated peer groups, individual therapy, and family therapy into personalized, evidence-based treatment plans to provide long-term healing from home. By prioritizing connections among young people with shared mental health experiences and goals, Charlie Health fosters sustainable healing and achieves industry-leading clinical outcomes, with over 90% of our clients seeing improvement in their most severe mental health symptoms.

Every member of the Charlie Health team is fueled by an unwavering passion for our mission. If you share this commitment, we invite you to join us in making a tangible impact on the mental health landscape.

About the Role

The Referral Relations Manager manages a team of 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 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 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
  • Able to work a hybrid schedule of 4 days/week in our Nashville office

Benefits

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

Additional Information

Note to Colorado applicants: applications will be accepted and reviewed on a rolling basis

The total target cash compensation for this role will be between $79,200 and $127,050 per year at the commencement of employment. However, pay will be determined on an individualized basis and will be impacted by location and number of years of experience. Further, cash compensation is only part of the total compensation package, which, depending on the position, may include stock options and other Charlie Health-sponsored benefits.

Our Values
  • Connection
    • Care deeply
      • We care personally about every single person in the Charlie Health ecosystem: our clients, providers, and team members alike.
    • Inspire hope
      • We inspire hope with every interaction, reminding our clients that we truly and unconditionally believe in them.
  • Congruence
    • Stay curious
      • We ask “why” five times before we’re satisfied with the answer. We don’t stick to the status quo; we challenge our assumptions and remain humble.
    • Heed the evidence
      • Above all, we’re results-oriented. When we find data that calls our original plan into question, we modify or pivot.
  • Commitment
    • Act with urgency
      • We work as swiftly as possible. The mental health crisis is relentless, and so are we.
    • Don’t give up
      • Our clients don’t give up and neither do we. Persistence is our superpower.


Please do not call our public clinical admissions line in regard 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.

More Information on Charlie Health
Charlie Health operates in the Healthtech industry. The company is located in Bozeman, MT. Charlie Health was founded in 2020. It has 437 total employees. To see all 26 open jobs at Charlie Health, click here.
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