About the Role

The Director of Crisis Response is responsible for ensuring our clients receive the highest quality care during their times of greatest need. The Director of Crisis Response creates, enhances, and implements operational processes, protocols, and tools to ensure all crisis escalations are appropriately managed within a timely manner with the best outcomes. They provide supervision and mentorship to the growing team of Crisis Managers and Care Coaches, including performance management. The ideal candidate is a data-driven, go-getter that's not afraid to dig into the details and is looking to make a difference for adolescents and young adults across the country needing life-saving care.

Duties and Essential Job Functions

• Manage growing team of providers (i.e., clinicians responsible for handling clinical escalations, other client facing team members) including goal setting, productivity and mapping against key performance indicators
• Manage crises escalations as demand requires (minimum 5 hours/week)
• Enhance existing and develop new processes for crisis escalations during group and individual sessions, as well as overnight, weekends and post-discharge
• Work closely with Research and Clinical Outcomes, Care Delivery and Care Strategy departments in the execution of projects and ongoing development of crisis services
• Directly responsible for crisis response rate, client satisfaction and outcomes
• Provides flexible hours for staff to come and ask questions and to have client consultations
• Ensures that clinical crisis services are delivered in accordance with recognized best practices within literature and research with the continued development across modalities provided at Charlie Health
• Strives to keep Charlie Health's clinical services relevant and to the highest quality possible by consistently reviewing recent literature and research of the recognized best practices
• Takes initiative on individualized projects set forth by Leadership
• Other duties as assigned

Requirements

• Work authorized in the United States and native or bilingual proficiency in English required
• 5+ years of management experience developing and leading teams
• Deep experience in care operations and crisis intervention required
• Background in adolescent behavioral healthcare or related fields required
• Independently licensed mental health professional
• W2 position, full-time with flexible availability (i.e., evenings, weekends)
• Ability to work in ambiguous environments and create a structure for yourself and your team
• Ability to function both independently and collaboratively in a totally remote environment
• Strong interpersonal, relationship-building, and listening skills, with a natural, consultative style
• Ability to energize, communicate, and build rapport at all levels within an organization
• Passion for working in a rapidly growing business with curiosity, humility, humor, and professionalism
• Proactive self-starter and natural multitasker
• Familiarity with and willingness to use cloud-based communication software—Gmail, Salesforce, Slack, Zoom, Dropbox–in addition to EMR and outcomes survey software on a daily basis

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, life and disability insurance, 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 monthly wellness stipend for the mindfulness, talk therapy, nutrition, or fitness app or program of your choice (Headspace, TalkSpace, Noom, gym membership, Peloton, etc.). 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. #LI-Remote

This role is not presently available in New York, Colorado, or California.