Care Advocate in King of Prussia, PA at Recovery Centers of America

Date Posted: 6/12/2018

Job Snapshot

Job Description

Position Overview: The Contact Center Care Advocate is the initial point of contact with RCA clients (patients, caregivers, referents, etc.). The Care Advocate is handles inbound calls (and/or emails, chats, texts, etc.) in the RCA Contact Center to screen individuals for treatment and eligibility for admissions to an RCA substance abuse and addiction facility.


The Care Advocate exercises compassion and care in every interaction while coordinating client admission to a facility. The process for admissions includes: ascertaining level of care (LOC) pre-certifications, verifying insurance, processing payment, scheduling the patient at the facility, and preparing the client for the recovery process. It is also expected that the Care Advocate will answer general questions, triage calls accordingly and/or provide resources and information upon request


Specific Responsibilities:
* Promptly receives and processes inbound call center interactions via phone, email, chat and/or text
* Follows defined policies and procedures, responsible for all phases of the Admissions process from providing program and services information and triage to completing the intake process for admission including, but not limited to:

o Pre-screens patients for treatment, identifying psychosocial, mental health and medical issues
o Ensures intake documentation is accurate in the RCA salesforce.com system and other relevant systems/technologies
o Responsible for the accurate collection of fees including co-pays, deductibles and all other out-of-pocket, cash collections (i.e. full self-pay payment plans) required as part of the process
o Reviews and understands insurance eligibility, determines which benefits are available to client, and communicates options to client
o Assesses facility and bed availability based on client needs and schedules logistics for admissions, including reserving a bed, transportation and intervention services as necessary/requested

* Works collaboratively with the Contact Center staff, field sales team, the facility, and professionals in the community to support desired outcome for the patient
* Adheres to service levels, goals and metrics that measure the performance off the Contact Center, its staff and its services
* Adheres to all regulatory and compliance policies while exhibiting nothing but compassion, professionalism and care for the client at all times.
* Will adhere to quality assurance guidelines as evidenced by monthly call reviews, daily maintenance of all systems, email, staff communication, and maintain up to date required training.
* Performs other duities as assigned.

Education and Experience:
* Bachelor's Degree and 2+ year's minimum professional experience in the field of healthcare, customer service or sales in a call center environment preferred, OR
* High school diploma or GED required and 5+ years of relevant experience in substance abuse field
* Proficiency in Microsoft office
* Demonstrated experience providing empathetic, compassionate and professional care for individuals in need
* Preferred experience:

o Inbound Call Center experience
o Experience working in a substance abuse facility, Crisis Center, Emergency Room, Triage unit, EMT, 911 Call Center environment
o Experience in the treatment of addiction or mental health


Competencies:
* Customer Service: Demonstrates concern for meeting internal and external customers' needs in a manner that provides satisfaction for the customer within the resources that can be made available.
* Job Knowledge: Understands duties and responsibilities, has necessary job knowledge, has necessary technical skills, understands company mission/values, keeps job knowledge current, is in command of critical issues.
* Integrity: Upholds personal and professional ethics and values, taking into account the values of the organization and respecting the culture, beliefs and abilities of individuals.
* Ability to deal with difficult people: The ability to respond to difficult customer behavior with diplomacy and tact, including diffusing anger, creating rapport and influencing behavior.
* Resilience: Must be able to cope with stress and adverse situations, rebound quickly, and then learn from their experience.


Work Environment: May work in a variety of environments including professional offices, clinics, hospitals, or out-patient facilities. They spend much of their time on their feet, actively working with patients.


Physical Demands: While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands to finger, handle or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move objects up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision and the ability to adjust focus.


Travel: Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected.


Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

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