Contact Center Patient Specialist
: Job Details :

I love working at RCA because I love the mission we serve, and because of our patients and teammates. This is the most passionate, caring group of people in our industry, and they work harder than anyone else to help save lives. The daily professional and personal growth I get by taking on new challenges and constantly living outside of my comfort zone is unmatched. Mike F. RCA Mission CenterRCA's PassionIn 2013, Recovery Centers of America (RCA) announced a goal: Save one million lives from the disease of addiction. We're working fast and hard to fulfill that promise, with over 11 facilities that offer evidence-based inpatient, outpatient, and medication-assisted treatment 24 hours a day, 365 days a year.We know one size doesn't fit all when it comes to addiction treatment; that's why we tailor our treatment for each patient and offer specialized programs for patients with trauma and multiple recurrences, as well as programs for older adults, first responders, and more.We believe in the power of local treatment, because families are a huge part of the treatment and recovery process at RCA. Our family program rebuilds, restores, or strengthens family relationships.Our curriculum, resources, and evidence-based care were created to help patients not just achieve recovery, but maintain it for life. All of our services and treatment are delivered by clinical expertise - that's where you come in.All of our services and treatment is delivered by compassionate, dedicated expertise - that's where you come in.As a Contact Center Patient Specialist, you'll be a part of our heroic mission of helping millions of people jumpstart their recovery. Your passion for fighting back against the disease of addiction will aid in patient recovery. As often the first point of contact with RCA, Treatment Advisors have the exciting yet intense role of speaking with patients, their families, hospitals, and anyone looking for help for addiction. Not only will you have the opportunity to connect people with the help they need, but you'll be saving lives on a daily basis.If you're looking for a fulfilling, life-changing job, Recovery Centers of America is the right place for you. And you're the right candidate for us!Position Overview:The Patient Specialist is an entry level positions that can grow into a Care Advocate position. The Patient Specialist will accept all inbound calls to 800-RECOVERY and other affiliates. Additionally, the Patient Specialist will make outbound calls on all new Web Forms. The Patient Specialist will engage and process potential patients, their loved ones, and or referents through our guidance funnel to ensure they are eligible for treatment at an RCA facility. The Patient Specialist will then directly transfer calls to Care Advocates and help refer patients out that may not qualify for treatment at an RCA facility using provided tools and resources.Specific Responsibilities:* Responsible for full census of all our inpatient facilities, and 100% capacity utilization of our outpatient/MAT programs* Maintain an SLA of 98% for all inbound calls to 800-RECOVERY* Maintain a collection rate of 90% of all information on all qualified leads* Successfully warm transfer 100% of all qualified calls to Care Advocates* Outbound calls to all new Web Forms within 5 minutes or less* Performs other duties as assigned* Must be coachable and work well with all levels of managementEducation and Experience:* High School diploma or equivalent* Excellent verbal and written communication skills required* Must be able to work in a fast-paced environment with demonstrated ability to juggle multiple competing tasks and demands* Proficiency in MS Office softwarePreferred:* Experience with Five9 and Dialer technologies* Knowledge of Salesforce.comKnowledge/Skills/Abilities:* Problem solving and time management* Ability to work independently and within a team* Ability to work under pressure* Proficient documentation skills* Incredible listening skills* Demonstrate the ability to understand and react effectively to the changing needs of families, patients, and referents* Ability to multi-task and appropriately prioritize responsibilities in a fast-paced environment, with strong focus on attention to detail, and excellent communication skills* Accurate and fast computer skills* Ability to work weekends and eveningsCompetencies: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, and is in command of critical issues.Integrity: Upholds personal and professional ethics and values, considering 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 stressful and adverse situations, rebound quickly, and then learn from experience.Work Environment: Works in a professional office setting and is sitting most of the day. Ability to work along, independently, and within a team.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: None to minimal travelA former patient may not be hired at the same location where they were treated until a minimum of one year has elapsed since the completion of their treatment at that location. Former patients may be considered for employment at other RCA locations within a year after treatment. This consideration will be subject to the standard hiring process and must not compromise ethical standards, patient care, or the reputation of RCA.