Charlie Health is hiring a
Referral Relations Manager

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.

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