About the Role

The Director of Referral Relations will serve as the department head of the Referral Relations team and oversee all patient-related communication and coordination with external partners, such as hospitals, outpatient practices, schools, and governmental organizations.

The Director of Referral Relations will also support the Clinical Outreach, Partnerships, and Care teams in building relationships across the behavioral health continuum of care, with the goal of enhancing access and improving clinical outcomes. The Director of Referral Relations will develop and operationalize new strategies to engage and foster relationships with referral partners.

The Director will be a department- and people-leader accountable for the performance of their team based on measurable KPIs. The team will provide consistent and high-quality treatment updates based on partners’ stated preferences and make referrals for all patients - including those who are discharging from Charlie Health, those who need an additional resource outside of Charlie Health, and those who are not appropriate for admission to Charlie Health.

For patients discharging from Charlie Health, the team is responsible for developing a discharge plan. The discharge plan is Charlie Health’s opportunity to set the patient and family up for success post-program, and it is the responsibility of the Director of Referral Relations and their team to ensure that each plan is comprehensive and clinically appropriate. Key activities will include identifying appropriate aftercare resources and engaging with patients/families to ensure that they have a smooth transition upon discharge from Charlie Health.

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 life-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

• Define and deliver on department goals and KPIs
• Work cross-functionally to implement technologies and processes that boost team productivity and/or improve the patient, partner, or employee experience
• Adapt department protocols to fit the needs of our patients, referral sources, employees, and business
• Analyze performance data and provide reports to Charlie Health senior management
• Drive mutually beneficial relationships with external partners through close collaboration with the Clinical Outreach, Partnerships, and Care teams
• For active Charlie health patients, ensure:
  • The provision of timely, high-quality treatment updates to external partners based on stated preferences
  • The development of comprehensive discharge plans and successful patient placement post-discharge
• For patients not admitted to Charlie Health, ensure placement with suitable alternative treatment options
• Directly manage a team by:
  • Hiring, training, coaching, and developing members of the team
  • Holding weekly team and individual meetings to drive process adherence and progress towards goals
  • Monitoring team workload and ensuring adequate staffing and load balancing
  • Conducting regular performance reviews
  • Motivating the team and developing a strong, supportive workplace culture
• Ensure a comprehensive, well-maintained database of trusted referral partners
• Handle a patient caseload as needed / appropriate

Qualifications

• 6-8+ years of relevant work experience in healthcare operations or client services
• Excellent track record of managing and motivating high-performing 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

Additional Information

The expected base pay for this role will be between $90,000 and $110,000 per year at the commencement of employment. However, base pay will be determined on an individualized basis and will be impacted by location and years of experience. Further, base pay is only part of the total compensation package, which, depending on the position, may also include incentive compensation, discretionary bonuses, other short and long-term incentive packages, and other Charlie Health-sponsored benefits.