Care Delivery Manager

About the Role

The Care Delivery Manager will be an integral part of helping Charlie Health enhance its clinical delivery model. As a member of the Care Delivery team, this individual will be manage "pods" of Care Delivery Analysts and Associates as they tackle projects that enhance the clinician and patient experience. This may include designing new onboarding and training processes, analyzing regional clinical capacity to inform hiring velocity, introducing new technologies and processes that ease the lives of our clinicians, and much more. It will be critical that this individual can seamlessly liaise between the Clinical team and other departments at the organization-- translating feedback on clinical bottlenecks into actionable operational improvements. The Care Delivery Manager should be equally excited to "be in the weeds" and manage others, as this role is for an active player-coach that takes a low-ego approach to their work.

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 live-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.

Responsibilities

• Identify areas of operational improvement for the Care Delivery team to tackle
• Design projects for "pods" of Care Delivery Analysts and Associates to execute
• Support the delivery of projects that drive internal efficiency for the Clinical team both directly and through the management of others
• Introduce new policies and procedures that drive efficiency across the Clinical team
• Evaluate, vet, and implement new technologies that make it easier for our therapists to deliver and bill for their services
• Analyze clinical capacity and utilization to ensure that our hiring efforts are focused on the correct regions and providers
• Recommend product functionality based on the challenges and feedback of the Clinical team
• Summarize qualitative and quantitative data from our therapists and patients to drive operational recommendations
• Build, manage, and maintain key performance indicator dashboards that provide visibility into Clinical team performance

Qualifications

• 4-7 years of experience
• Microsoft Office proficiency
• Work authorized in the United States and native or bilingual English proficiency
• Experience in translating non-technical stakeholder needs into technical and operational solutions
• Strong interpersonal, relationship-building and listening skills, with a natural, consultative style
• Successful track record managing a team of junior employees in pursuit of ambitious timelines and goals
• Experience designing and implementing new processes and procedures across various teams
• Ability to energize, communicate, and build rapport at all levels within an organization
• Strong project management skills, with a demonstrable ability to corral and manage details in a fast-paced, fluid environment
• Experience advising, presenting to, and persuading senior corporate personnel

Perks

Our mentality is to find the best, attract the best, and pay the best talent—which is why we prioritize quality over quantity of hires. While we offer zero-stress medical, dental, and vision coverage, competitive salaries, and a generous PTO policy, we're way more excited to tell you about a few "perks” that are unique to Charlie Health. We’ve spent time thinking through what it means to be a mental health company and how we can better align these additional perks with our mission and values.

First and foremost, we believe that no one should ever have to compromise on their mental or physical health. This is why we offer a fully paid subscription to the mindfulness, talk therapy, nutrition, or fitness app of your choice (Headspace, TalkSpace, Noom, Peloton, etc.). We also offer complimentary yoga sessions for you and your loved ones, twice per month, that are hosted by one of our licensed instructors. Our team is big on self-care, and we are committed to helping our employees live happy and healthy lives.

We also want you to live and see our mission in action. We encourage every employee—regardless of department—to shadow our vIOP sessions once per month. And while it’s motivating to experience the care that we provide to patients, we also want to collectively celebrate their successes. This is why we host quarterly events to recognize alumni of our program and bring together patients and team members around shared experiences. Whether it be through a cooking class, a magic show, a comedy act, or a virtual talent competition, we want to uplift our patients and teammates, together.