The Director of Care Delivery is a key strategic and operational leader at Charlie Health, responsible for overseeing all referral communications and optimizing care coordination across the client journey. This role bridges Growth and Operations, ensuring alignment between our referral strategy and care delivery functions. The Director will lead a high-performing team tasked with delivering exceptional service to referral partners (e.g., hospitals, outpatient providers, schools), maintaining strategic relationships, tracking treatment progress, and planning post-discharge transitions.

In addition to day-to-day team leadership and partner communication, the Director will use data insights and cross-functional collaboration to improve operational workflows, drive strategy, and inform referral decisions. Success will be measured by client outcomes, referral partner retention, operational KPIs, and the ability to scale and adapt processes across new markets and programs.

This is an exciting opportunity for a mission-driven leader who combines strategic acumen with operational rigor and a deep passion for mental healthcare access.

• Team Leadership & Operational Oversight
• Lead, coach, and develop a high-performing team responsible for client communication, care coordination, and referral partner engagement.
• Ensure optimal staffing levels, manage scheduling and capacity planning, and balance workload distribution across high-volume periods.
• Monitor team performance against KPIs (e.g., referral volume, response time, time-to-discharge, partner satisfaction) and conduct regular 1:1s, team meetings, and performance reviews.
• Build a culture of accountability and continuous improvement by providing real-time feedback, coaching underperformers, and recognizing high performers.
• Translate organizational strategy into day-to-day operational plans by establishing repeatable workflows, SOPs, and performance expectations.
• Partner with People Ops to support hiring, onboarding, and professional development of team members.

• Referral Strategy & Communication
• Own the strategy for referral partner management, including segmentation, communication cadences, escalation protocols, and outreach frameworks.
• Serve as the primary escalation point for complex or high-value referral partners to ensure consistent, white-glove service delivery.
• Create and maintain referral reporting dashboards that track satisfaction, conversion, and follow-through to identify trends and inform engagement tactics.
• Regularly meet with key partners to provide clinical updates, discuss discharge planning, and gather feedback on their experience.
• Align referral strategy with national and regional growth goals, ensuring team workflows and bandwidth support new market expansion.

• Care Coordination and Post-Discharge Planning
• Oversee the team's coordination of patient care throughout the client journey, including intake review, non-admission follow-up, in-program updates, and discharge planning.
• Ensure discharge plans are timely, clinically appropriate, and clearly communicated to both clients and external partners.
• Track referral outcomes to ensure follow-through on post-discharge placements and partner feedback loops.
• Collaborate with Clinical and Utilization Management teams to ensure coordination is aligned with treatment progress and payer considerations.
• Identify gaps in referral resources and proactively source or vet new partner organizations to ensure a robust post-care network.

• Technology
• Work cross-functionally to implement technologies and processes that boost team productivity and/or improve the patient, partner, or employee experience
• Maintain a comprehensive database of trusted referral partners
• Create structured feedback loops with frontline staff to identify process friction and opportunities for automation or integration.
• Ensure data integrity and consistency across tools used for referral tracking, communications, and performance reporting.

• Bachelor's degree required, (Masters preferred)
• 4+ years of experience in strategy, partnerships, referral management, operations, or customer service leadership, ideally in healthcare or a fast-paced client-facing environment.
• Proven leadership skills with the ability to inspire teams, manage change, and drive performance across cross-functional teams.
• Excellent communication and interpersonal skills, with the ability to interact effectively with customers, colleagues, and stakeholders at all levels.
• Proven ability to drive measurable impact on key business KPIs, including efficiency, client satisfaction, and financial performance.
• Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
• Experience optimizing processes, implementing automation, and leveraging technology to enhance operational effectiveness.
• Proficiency in relevant software applications and tools for data analysis, reporting, and customer relationship management.

Charlie Health is pleased to offer comprehensive benefits to all full-time, exempt employees. Read more about our benefits here.

The total target base compensation for this role will be between $123,000 and $160,000 per year at the commencement of employment. In addition to base compensation, this role also offers a performance bonus. The expected total cash compensation range, including potential bonus, will be between $136,000 and $176,000 per year. Please note, pay will be determined on an individualized basis and will be impacted by location, experience, expertise, internal pay equity, and other relevant business considerations. Further, cash compensation is only part of the total compensation package, which, depending on the position, may include stock options and other Charlie Health-sponsored benefits. #LI-HYBRID