Care Advocate - Call Center

Who is Alpharus Health?

Alpharus Health is a national nonprofit behavioral health provider dedicated to helping people build healthier lives. For nearly 60 years, we have provided substance use and mental health treatment that helps individuals, families, and communities find healing, hope, and lasting wellbeing. Our mission is simple: We help people build healthier lives. By combining clinical expertise with a person-centered approach, we help people build the skills, resilience, and support systems needed to create meaningful, lasting change.

Why join us?

Consider joining our team, where your impact can be truly meaningful. Our organization focuses on delivering high quality clinical services as a recognized leader in evidence-based treatment proven to get results. By joining our team, you'll be working for an organization that values you and aims to be an employer of choice. You can expect to be part of a vibrant culture that emphasizes teamwork and professional growth. When you join us, you have the opportunity to find both personal and professional fulfillment by aligning your career with your values.

Location: Naperville Call Center

• 1811 W Diehl Rd. | Suite 700 | Naperville, IL 60563 - this position requires the ability to work in our Naperville, IL office. Once fully trained, you will work 4 days onsite and 1 day from home.
• This position does not offer a fully remote work schedule

Work Schedule: (SUBJECT TO CHANGE):

• Monday through Friday from 9:30am-6:00pm with rotating weekend days
• Training may last for up to 4 weeks. Training hours are Monday - Friday, 8:00AM - 5:00PM

Care Advocate - Call Center Representative responsibilities:

This life saving position is the initial point of contact for our customers and referral sources, for those looking for help. The Care Advocate is responsible for engaging with callers and responding to messages about Alpharus's treatment services, admission eligibility and the advantages of recovery. In addition, the Care Advocate does:

• Assist callers seeking help for substance use and mental health issues
• Gather and exchange information based on the caller’s needs.
• Communicate information about Gateway treatment services, locations and levels of care using consultative and solution based selling techniques
• Answer incoming calls and make outbound calls to individuals needing help, family members, hospitals, and other healthcare professionals.
• Document customer information in our CRM
• Follow-up with customers to confirm appointments, provide additional information and address questions
• Facilitates admission process by confirming information, connecting customer to appropriate treatment center and relaying information to coordinate care.

Job Requirements:

• Phone Customer Service experience is a MUST for this vital and rewarding opportunity!
• High school diploma or general education equivalency
• Must live in the state of Illinois and has the ability to work onsite 4/5 days of the week
• Healthcare or Behavioral Health experience a plus
• Written and verbal communication skills
• Compassion and empathy to appropriately respond to customer’s needs
• Ability to toggle between multiple computer systems and screens while speaking with customers
• Ability to respond to emails, chats, text and instant messages
• High attention to detail
• Able to work in a fast-paced work environment
• Bilingual Spanish is an asset

Physical Requirements:

• Ability to speak with others to gather and exchange information.
• Ability to multitask, working with texting, fielding multi-line calls, and communicating via instant messaging in a concurrent manner on a consistent basis.
• Ability to proofread, check and verify data and text from printed form and computer monitor display.
• Ability to use a keyboard and monitor to enter, retrieve, and/or audit information and data.

Compensation:

• $20.00 per hour
• Starting rates are determined based on years of experience, qualifications, and relevant skills.
• Alpharus Health conducts annual performance reviews, with merit increase eligbility determined by employee performance and organizational financial performance.

Benefits at Alpharus:

Health and Wellness:

• Medical, dental, and vision insurance for employees and dependents
• Employee wellness program promoting health and fitness and offering cash-saving premiums
• Employee assistance programs focused on mental health

Financial Wellbeing:

• 403(b) Retirement Plan with 3% employer match
• Short-term and Long-term Disability and Life and AD&D Insurance paid for by Alpharus
• Flexible Spending Accounts for medical and dependent care
• Public Service Loan Forgiveness (PSLF)

Flexibility and Time Off:

• 18 paid time off days per year – accrual rates increase with years of service
• 9 paid company holidays
• Work-life-balance

Personal Development:

• Training & Development Programs
• Tuition Reimbursement - up to $5,250 per calendar year
• eLearning access to online courses that provide CEU’s and job-related training
• Clinical Supervision: Formal and informal guidance

Alpharus Health is an Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/ Gender Identity/Religion/National Origin/Disability/Vets. Please view Equal Employment Opportunity Posters provided by OFCCP here.