A Day in the Life of Charlie Health’s Outreach Team

The Clinical Outreach Team at Charlie Health is on a mission to make a difference in the country from coast to coast. To make that happen, team members split their time between remote back-end work and in the field, meeting with local providers, schools, and non-profits.

Although every day is different for the Clinical Outreach team, there are some constants –– like making sure all referrals and people in crisis are getting the support they need ASAP. To give you a better idea of what it looks like to be on the Charlie Health Clinical Outreach Team, we spoke with four team members to learn what a typical day looks like for them. Read on for more. 

Savannah Crippen, MPH, Clinical Outreach Manager, Bay Area

With a background in public health and ethnographic research, Savannah Crippen is passionate about getting people the help they need –– and being a Clinical Outreach Manager at Charlie Health lets her do just that.

“We are tasked with the opportunity to share Charlie Health’s mission with the community and make sure that accessible mental healthcare is there for people,” she says. “By putting my heart on my sleeve and sharing my ‘why’ every day, I get to have strength and vulnerability. Living in your purpose every day is so meaningful.” Here’s what a typical day as a Clinical Outreach Manager looks like for Savannah.

Morning

“I typically reserve the first hour of my day for admin because there’s so much that you need to follow up on when you’re out in the field. I have my coffee, check my emails, and check my pipeline. I also help clients go through the admissions process and work alongside admissions counselors so they can be admitted to our services and start engaging in care. Then, I’m going through any tasks that I have set for that day, trying to get them out of the way before I hit the road.”

Afternoon 

“If it’s an outreach day, it’s typically about five hours of my day where I’m actually out in the field. Sometimes, on a full outreach day, there will be four or five set meetings. On other days, I might not have a lot of set meetings, but I have a lot of materials that I need to drop off, or I have a lot of updates to give providers, so I might stop by 10 or 12 places in the day, just quickly popping in and out.”

Evening

“I try to schedule the last 30 minutes to an hour of the day for admin and wrapping up tasks as well. There are so many different administrative tasks that you need to attend to each day, and I don’t like to have those pile up.” 

Kate Taylor, BSW, Clinical Outreach Manager, Northern Arizona

When Kate Taylor, who has a background in social work, was recruited by Charlie Health, she saw it as an opportunity to do more for her community without the exhaustion and burnout of direct client work. 

Kate loves that she gets to help her community and that her role doesn’t feel sales-y. “This work involves creating strong relationships with providers and finding and solving problems in my community. It’s not a competition thing. It’s not about numbers. It’s all about people and humanity and making healthier communities together,” she says. Here’s what a typical day as a Clinical Outreach Manager looks like for Kate.

Morning

“The very first thing I do is check in with the team. We share our action plan for the day. It’s a great time to get some inspiration. Then, I spend some time checking in on my pipeline –– all of the clients or communities that have been referred through my efforts to see how I can best support the Admissions Team in getting them connected with care and resources.” 

Afternoon

“I live in a really rural region, so I don’t do a ton of in-person outreach. I have to spend a lot of time pre-planning. Then there might be scattered meetings –– educating people for the first time on our resources, learning about other resources in the community, and relationship building. Afternoons are also a great time to make calls, so I love to connect with people and check in on them to see if they have anyone we can support and if there’s anything I can do better as a partner.”

Evening

“I finalize any meetings I have coming up and make sure I’ve got my folders prepared if I’m hitting the road the next day.  Then, I’m also tying things up and making sure that I’m communicating with my team. We usually celebrate our wins and see where we’re at. The end of the day is also typically when we’ll reach out to get the remaining information for people in need so they can connect to our program as soon as possible.”

“My work involves creating strong relationships with providers and finding and solving problems in my community. It’s all about people and humanity and making healthier communities together.”

—Kate Taylor, BSW, Clinical Outreach Manager

Toni Brooks, Director of Clinical Outreach, Nevada

After a career in telemarketing, working as an operations call center manager and a customer experience manager, Toni Brooks was doing some self-reflection and self-discovery. “I definitely enjoy the sales world. I enjoy connecting with people and working towards goals, but I wanted to do something that was more impactful and made me feel good,” she shares.

Charlie Health was the answer to her wishes. “I became captivated by the company,” she says. Now, she gets to interact with her community and connect people with the care they need every day. Here’s what a typical day as a Clinical Outreach Director looks like for Toni.

Morning

“I begin my day by checking in and setting the intentions and goals for the day with my team. We use each other as inspiration to enhance our plans each day. Then, I follow up with any outstanding or planned tasks that I had –– including calls, emails, or texts –– for the first hour or two that day. I would look at any recent referrals that I’ve had from providers to see if I need to provide any additional support to families to make sure we get people into care. If it’s a day where I’m going out in the field, I want to be out of the house before 10 o’clock.” 

Afternoon

“Out in the field, I visit with providers, hospitals, large outpatient therapy facilities, recovery and treatment centers, and schools. Most meetings are usually planned, but I also make sure to stay vigilant as I travel through my territory so I can also drop in and initiate contact with other people for future meetings. Sometimes, in the afternoon, I’ll stop at a quiet coffee shop to review my notes and log meetings into Salesforce, which is our CSM platform.” 

Evening

“I close out my day usually by following up with any contacts that I’ve made that day and contacting anyone that I’m scheduled to contact. Then I update my calendar to reflect any changes or needs that have come to fruition throughout that day.” 

Art Estrada, Regional Director of Clinical Outreach, Nevada/Arizona

Art Estrada has been in healthcare for his entire career, but Charlie Health is his first venture into behavioral health. “One thing I’ve always loved about being in clinical outreach, or in the business development of healthcare, is the ability to connect people with care that they may not know is available to them,” he shares. 

As a Regional Director, he gets to connect with so many different members of the community and really learn what they need –– and then help them get the right help. “It’s not just about business and numbers. It’s about helping families and helping people get access to care,” he says. Here’s what a typical day as a Regional Director of Clinical Outreach looks like for Art.

Morning

“First, I check in with my team. We have a morning Slack message that we send out to our team as leaders to get an update on daily performance, have goals set, and provide any insight or focus or drive as they get started with their day.”

Afternoon

“I connect with my team one-on-one, lead team meetings, institute shadowing opportunities where I’m in the field with my team, and coach team members on how to improve their outreach efforts. Along with that, I reach out to my own accounts, making sure that the referrals that we’re getting are being addressed in a timely manner, and then helping support our admissions team if they’re having trouble connecting with any of our clients who have been referred to us.”

Evening

“In the evening, there’s usually a lot of report wrap-ups and email correspondences. Then, I check in with my team, making sure that they’re meeting their daily goals. We’re really focused on creating a positive culture, so we share wins and celebrate team members when they’ve achieved individual milestones or individual daily goals.”

Join Charlie Health’s Clinical Outreach Team

If you’re passionate about making an impact in the mental health space and are motivated by a desire to learn and grow, apply to join the Charlie Health team today. We have nationwide Clinical Outreach openings for people of all skill and experience levels. Enjoy wellness benefits, a clear path for growth, and supportive teammates. You can make a difference by providing people with the life-saving care that they need. 

View Open Positions.