Associate Treatment Advisor

Full-time Position

Contact Center

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• Promptly receives and processes inbound Admission Center interactions via phone, email, chat and/or social media channels
• Comforts, motivates, and inspires patients to accept help and successfully intervenes, as needed
• Demonstrate leadership, professionalism, and uncompromising ethical behavior always
• 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:
  • Pre-screens patients for treatment, identifying psychosocial, mental health and medical issues
• Ensures intake documentation is accurate in the RCA salesforce.com system and other relevant systems/technologies
• 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
• Reviews and understands insurance eligibility, determines which benefits are available and communicates options to our patient
• Assesses facility and bed availability based on patient needs and schedules logistics for admissions, including reserving a bed, transportation and intervention services as necessary/requested
• Works collaboratively with the Admissions Center team members, field business development team, the facility, and professionals in the community to support desired outcome for our patient
• Works with urgency to obtain the patient’s commitment to treatment and provide quick admission into one of our facilities
• Adheres to service levels, goals and metrics that measure the performance of the Admission Center, its team members and its services
• Adheres to all regulatory and compliance policies while exhibiting nothing but compassion, professionalism and care for our patient always
• Will adhere to quality assurance guidelines as evidenced by monthly call reviews, daily maintenance of all systems, email, team members communication, and maintain up to date required training

• Bachelor’s Degree preferred
• 2+ year’s professional experience in healthcare, customer service or sales in an admission center environment preferred
• Proficiency in Microsoft office. Salesforce experience a plus
• Demonstrated experience providing empathetic and compassionate care for individuals in need

• Experience working in a substance abuse facility, in the treatment of addiction or mental health

• Leadership: Effective at building support and promoting success in a team-centered environment which functions using a shared vision.
• 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.

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