About the position
The Referral Relations Manager manages a team of Care Navigators. Together, the team is responsible for providing outbound referrals to other healthcare providers. These outbound referrals include clients 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 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
- Lead and manage a team of Care Navigators, providing guidance, support, and mentorship.
- Foster a collaborative and positive team culture to enhance overall productivity and job satisfaction.
- Partner with Senior Manager, Care Delivery to ensure adequate hiring of Care Navigators, serve as hiring manager for all Care Navigator hiring processes.
- Oversee all new hire training including material creation and iteration.
- Manage high-functioning Care Navigator team including coaching for up-leveling and poor performance management.
- Lead with the Care Navigator team to provide excellent customer support to clients and our Referral Sources.
- Address any issues or concerns promptly to ensure a high level of client and therapist satisfaction.
- Work closely with the technology team to integrate new features and enhancements that improve the overall virtual therapy experience.
- Troubleshoot technical issues and coordinate with the IT department for timely resolution.
- Develop and implement quality assurance measures to ensure the delivery of high-quality virtual mental healthcare services.
- Conduct regular audits of virtual sessions to identify and address any operational gaps.
- Utilize data analytics to assess key performance indicators and make data-driven decisions for process improvement.
- Generate regular reports on operational efficiency and team performance.
- Stay abreast of industry regulations and ensure compliance with healthcare standards and guidelines.
- Maintain accurate and up-to-date documentation of operational processes and protocols.
Requirements
- Bachelor's degree
- Minimum 5 years experience, including 2+ years of management experience
- Experience translating business needs into actionable processes and technology enhancements
- Ability to work flexible hours to meet the needs of the team and clients.
- Familiarity with and willingness to use cloud-based communication software—Google Suite, Slack, Zoom, Dropbox, Salesforce on a daily basis.
- 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 NYC or Nashville office
Benefits
- Comprehensive benefits to all full-time, exempt employees.
- Total target base compensation for this role will be between $80,000-$130,000 per year.
- Performance bonus available.
- Expected total cash compensation range, including potential bonus, will be between $88,000-$138,000 per year.
