Lead Verification of Benefits Specialist

About this role

<div class="content-intro"><h3> </h3> <h3><strong>Why Charlie Health?</strong></h3> <p>Millions of people across the country are navigating mental health conditions, substance use disorders, and eating disorders, but too often, they’re met with barriers to care. From limited local options and long wait times to treatment that lacks personalization, behavioral healthcare can leave people feeling unseen and unsupported.</p> <p>Charlie Health exists to change that. Our mission is to connect the world to life-saving behavioral health treatment. We deliver personalized, virtual care rooted in connection—between clients and clinicians, care teams, loved ones, and the communities that support them. By focusing on people with complex needs, we’re expanding access to meaningful care and driving better outcomes from the comfort of home.</p> <p>As a rapidly growing organization, we're reaching more communities every day and building a team that’s redefining what behavioral health treatment can look like. If you're ready to use your skills to drive lasting change and help more people access the care they deserve, we’d love to meet you.</p></div><h3><strong>About the Role</strong></h3> <p>The Verification of Benefits Team Lead serves as an operational leader and subject matter expert within the Revenue Cycle Management department. In addition to maintaining an individual verification workload, this role partners closely with VOB leadership to support daily operations, guide teammates through complex insurance scenarios, and drive consistency across verification workflows.</p> <p>The Team Lead plays a key role in ensuring accurate and timely insurance verification while supporting team productivity, quality, and operational excellence. This position serves as a trusted resource for teammates, assists with onboarding and training initiatives, helps triage complex benefit issues and escalations, and collaborates cross-functionally with Admissions, Utilization Review and other RCM departments.</p> <p>This role is ideal for someone who enjoys balancing hands on insurance verification with leadership responsibilities, process improvement, and mentoring others in a fast-paced, mission driven environment.</p> <h3><strong>Responsibilities</strong></h3> <ul> <li>Maintain a modified individual workload verifying complex commercial, government, or managed care benefits</li> <li>Obtain, analyze, and accurately document insurance benefits, policy limitations, authorization requirements, and coverage details within Salesforce to support financial and admission decisions</li> <li>Serve as the primary operational resource for complex insurance scenarios, benefit escalations, and workflow questions</li> <li>Partner with VOB Leadership to monitor daily queues, distribute workloads, and ensure timely turnaround times for urgent admissions</li> <li>Review complex VOB cases and assist with workflow triage to ensure timely, accurate benefit verification and reimbursement while promoting quality and consistency across the team</li> <li>Support the onboarding of new hires, provide ongoing coaching, and assist leadership with quality assurance audits</li> <li>Collaborate with Admissions, Utilization Review, Billing, Patient Finance, and other cross-functional teams to resolve insurance-related issues and improve operational efficiency</li> <li>Investigate escalated insurance billing inquiries and benefit discrepancies and partner with the appropriate teams toward resolution</li> <li>Participate in audits, reporting, operational initiatives, and other special projects</li> <li>Other duties as assigned</li> </ul> <h3><strong>Requirements</strong></h3> <ul> <li>3+ years of experience in behavioral health, substance abuse, or healthcare insurance verification and billing required</li> <li>Demonstrated expertise interpreting complex insurance benefits, authorization requirements, and payer policies</li> <li>Previous experience serving as a team lead, trainer, mentor, or in another informal leadership capacity preferred</li> <li>Strong understanding of healthcare reimbursement, insurance verification workflows, and payer processes</li> <li>Excellent critical thinking and problem-solving skills with the ability to navigate complex insurance scenarios and resolve escalated issues</li> <li>Strong organizational and time management skills with the ability to prioritize competing priorities in a fast-paced environment</li> <li>Excellent written and verbal communication skills with the ability to collaborate effectively across cross-functional teams</li> <li>Proven ability to coach, mentor, and support teammates while fostering a collaborative team environment</li> <li>Exceptional attention to detail and commitment to accuracy</li> <li>Ability to maintain confidentiality and exercise sound judgment when handling protected health information</li> <li>Experience working within Salesforce and insurance portals</li> <li>Able to work a hybrid schedule of four days per week in our Nashville office and reside within 75 minutes' commuting distance of the office</li> </ul> <h3 class="p1"><strong>Benefits</strong></h3> <p class="p2"><span style="font-weight: 400;"><span data-sheets-root="1" data-sheets-value="{"1":2,"2":"Note: We are not currently considering applicants in CA, CO, NY, and WA for this…