Care Advocate, Call Center

About the Role

This life-saving position is the initial point of contact for customers and referral sources seeking 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.

Key Responsibilities

• Assist callers seeking help for substance use and mental health issues.
• Gather and exchange information based on the caller’s needs.
• Communicate information about Alpharus Health 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.
• Facilitate the admission process by confirming information, connecting customers to appropriate treatment centers, and relaying information to coordinate care.

Work Schedule

(SUBJECT TO CHANGE)

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

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.

Requirements & Tech Stack

• Phone Customer Service experience is a MUST.
• Ability to toggle between multiple computer systems and screens while speaking with customers.
• Ability to respond to emails, chats, text, and instant messages.
• Ability to use a keyboard and monitor to enter, retrieve, and/or audit information and data.
• CRM
• Email
• Chat
• Text
• Instant Messaging

Qualifications

• High school diploma or general education equivalency.
• Must live in the state of Illinois and have the ability to work onsite 4/5 days of the week.
• Written and verbal communication skills.
• Compassion and empathy to appropriately respond to customer’s needs.
• High attention to detail.
• Able to work in a fast-paced work environment.
• Bilingual Spanish is an asset.
• Healthcare or Behavioral Health experience a plus.

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.

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 eligibility determined by employee performance and organizational financial performance.

Benefits

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 CEUs and job-related training.
• Clinical Supervision: Formal and informal guidance.