Commercial Strategy & Operations Manager - Charlie Health
New York City, NY
About the Job
Why Charlie Health?
We are currently facing a nationwide mental health epidemic marked by rising rates of depression, anxiety, trauma, substance use disorders, and suicide. At the same time, those seeking help often encounter barriers—whether geographic, financial, or systemic—that prevent them from receiving timely and effective care. This urgent need calls for a reimagined approach to behavioral health treatment.
At Charlie Health, our mission is to connect the world to life-saving mental health treatment. Our innovative virtual programs combine curated group sessions, individual therapy, and family therapy, delivered through personalized, evidence-based treatment plans designed for sustainable healing from the comfort of home. By connecting individuals with shared experiences and fostering supportive communities, Charlie Health provides a pathway to long-term recovery, with over 90% of our clients seeing improvement in their most challenging mental health symptoms.
Every member of our team shares a deep commitment to this mission. If you're driven to make a meaningful impact, we invite you to join us in reshaping the future of mental healthcare.
About the Role
The Commercial Strategy & Operations Manager will play a critical role in defining our commercial strategy and driving efficiencies of our operations. This person will be be a liaison to our Revenue Cycle Management teams to identify areas for operational improvement and designing, implementing, and monitoring new processes to improve efficiencies across the business. This person will also become a subject matter expert on our insurance revenue collection and help drive towards our commercial KPIs as well as define new KPIs for RCM teams. In this role, this person will be developing and project managing Charlie's new care models alongside our functional partner teams, and their work will have a high degree of impact and visibility from leadership. This person will be someone who is excited to develop a deep understanding of payor and provider workflows and creatively solve problems at a fast-moving, mission-driven organization.
We're a team 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. If you're inspired by our mission and energized by the opportunity to increase access to mental healthcare and impact millions of lives in a profound way, apply today.
Responsibilities
- Act as a liaison and partner to our RCM teams, supporting in problem identification through to post go-live implementation. Set up data tracking & monitoring to ensure compliance with new workflows, resolve pain points with rollouts, and propose fast-follow solutions to continually enhance team efficiency
- Partner to develop new billing and denial management workflows to further categorize the root cause of our denials, prioritize denial management, and help increase efficiency for our billing & denial management teams
- Help define longer-term RCM team strategy - propose updated KPIs, bonus structures, and resource allocation
- Leverage our internal data reporting resources to create reporting & visualization tools to be utilized across individual RCM teams, Commercial Strategy / Finance, and executive leadership
- Lead vendor scoping, testing, integration, and ongoing vendor management for RCM-related vendors that will help drive process automations and streamline collection
- Manage payor & billing operational considerations for new product rollout (e.g., authorization, billing, verification of benefits)
Requirements
- Bachelor's Degree
- 5+ years of relevant work experience
- Natural leader with experience owning initiatives end-to-end
- Exceptional communication, interpersonal, listening and relationship-building skills
- Resourceful with a natural ability to problem solve
- Proactive self-started and natural multitasker
- Meticulous attention to detail
- Strong analytical capabilities
- Consulting or investment banking experience a plus
- Healthcare experience a plus
- Experience with Salesforce, Tableau a plus
- Microsoft Office proficiency—Word, PowerPoint, Excel
- Work authorized in the United States and native or bilingual English proficiency
Benefits
Charlie Health is pleased to offer comprehensive benefits to all full-time, exempt employees. Read more about our benefits here.
Additional Information
The expected base pay for this role will be between $140,000 and $152,500 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. #LI-HYBRID
Our Values
- Connection: Care deeply & inspire hope.
- We care personally about every single person in the Charlie Health ecosystem: our clients, providers, and team members alike.
- We inspire hope with every interaction, reminding our clients that we truly and unconditionally believe in them.
- Congruence: Stay curious & heed the evidence.
- We ask "why" five times before we're satisfied with the answer. We don't stick to the status quo; we challenge our assumptions and remain humble.
- Above all, we're results-oriented. When we find data that calls our original plan into question, we modify or pivot.
- Commitment: Act with urgency & don't give up.
- We work as swiftly as possible. The mental health crisis is relentless, and so are we.
- Our clients don't give up and neither do we. Persistence is our superpower.
Please do not call our public clinical admissions line in regard to this or any other job posting.
Please be cautious of potential recruitment fraud. If you are interested in exploring opportunities at Charlie Health, please go directly to our Careers Page: https://www.charliehealth.com/careers/current-openings. Charlie Health will never ask you to pay a fee or download software as part of the interview process with our company. In addition, Charlie Health will not ask for your personal banking information until you have signed an offer of employment and completed onboarding paperwork that is provided by our People Operations team. All communications with Charlie Health Talent and People Operations professionals will only be sent from @charliehealth.com email addresses. Legitimate emails will never originate from gmail.com, yahoo.com, or other commercial email services.
Recruiting agencies, please do not submit unsolicited referrals for this or any open role. We have a roster of agencies with whom we partner, and we will not pay any fee associated with unsolicited referrals.
At Charlie Health, we value being an Equal Opportunity Employer. We strive to cultivate an environment where individuals can be their authentic selves. Being an Equal Opportunity Employer means every member of our team feels as though they are supported and belong. We value diverse perspectives to help us provide essential mental health and substance use disorder treatments to all young people.
Charlie Health applicants are assessed solely on their qualifications for the role, without regard to disability or need for accommodation.
