About the Role

The Discharge Planner Team Lead will manage a team of Discharge Planners. Together the team is responsible for providing in-treatment updates to referring and outside providers (based on providers’ stated preferences), compiling discharge plans for clients completing care, and making outbound referrals to other healthcare providers. The Discharge Planner Team Lead will work closely with their supervisor to support department goals, professional development, and training opportunities for their direct reports. 

The Discharge Planner Team Lead will also work closely with Outreach and Partnerships teams to build our referral network. The Lead is responsible for monitoring individual team member performance using dashboards and quality assurance checks. The Lead must coach team members accordingly, which includes recognizing / rewarding good performance, coaching those who are not performing, and taking disciplinary action when appropriate.

Our team is composed 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

• Supervise a team of Discharge Planners to ensure exceptional care coordination and discharge planning support for all Charlie Health clients, at every encounter
• Monitor the performance, attendance, and professional conduct of each direct report
• Coach frontline staff to meet individual and team KPIs, including: 
• Number of completed discharges
• Number of referrals confirmed and scheduled
• Time to completion
• Documentation quality
• Manage a client caseload to support higher level of care transitions (acute and planned)
• Use a nationwide provider database to identify appropriate referral options
• Submit referrals using external providers’ stated communication/submission preferences
• Follow-up with clients and/or external providers to confirm successful scheduling 
• Understand, and be able to perform, the duties of a Discharge Planner
• Conduct weekly individual and team meetings to support performance, engagement, and morale
• Report to supervisor on individual/team KPIs and schedule adherence, proactively identify performance issues, work avoidance or misconduct and escalate to leadership as needed
• Support new hires with high quality onboarding plans, ongoing training, and coaching towards quality performance
• Conduct biannual performance reviews
• Adhere to stated policies and procedures to achieve performance metrics goals
• Collaborate closely with internal stakeholders at Charlie Health (e.g., care experience, clinical, admissions, utilization review) as needed to fulfill job responsibilities

Requirements

• Bachelor’s degree in health sciences, communications, psychology, social work, or related field
• 2 years of direct management or related experience leading a high performance team preferred; experience with managing virtual teams highly preferred
• Experience coaching and motivating high-performing frontline teams
• 2 years of relevant work experience in healthcare operations or client services
• (Internal hires only): 1.5 years employed as a Discharge Planner at Charlie Health, meeting or exceeding KPI requirements
• Ability to interpret and utilize data / individual metrics to manage team performance
• Impeccable written & verbal communication, interpersonal, relationship-building, and listening skills 
• Metrics- and results-oriented mindset, with experience working against concrete targets
• Ability to thrive in fast-paced environment and multi-task with impeccable attention to detail and organization
• Work authorized in the United States and native or bilingual English proficiency
• Proficiency with cloud-based communication and software (Slack, G-suite, Microsoft Office, Zoom & EMR)

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

Note: We are not currently considering applicants in CA, CO, NY, and WA for this position. #LI-REMOTE