Senior Care Advocate - Naperville IL

at Gateway Foundation, Inc. in Naperville, Illinois, United States

Job Description

Senior Care Advocate - Naperville IL

Post Date:
 
 Jul 18, 2024

Location:
Naperville, IL, US, 60563

Position Type:
 
 Full Time

Requisition Number:
 
 32206

Work Schedule:
 
 Days 9:00 am - 5:00 pm

Are you looking to find personal and professional fulfillment, and align your career with your values?

At Gateway Foundation, our employees have an opportunity to make a difference every day by helping people with substance abuse issues gain control of their lives.

Gateway Foundation is a recognized non-profit leader in evidence-based treatment proven to get results. Our experts in Addiction Medicine-including highly educated clinical and medical professionals and expert psychiatrists and nurses-deliver care that never stops. Throughout Gateway's proud history of helping others, dedicated and professional employees have been vital to accomplishing our life-saving mission.

If you are a collaborative professional who shares our commitment to helping people with substance abuse and mental health issues turn their lives around - Gateway Is The Place For You!

Senior Care Advocate

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

Under general supervision, answers incoming call center calls and responds to messages about Gateway treatment services. Trains new staff, monitors calls and provides staff with feedback and ongoing training to improve quality. Gathers report data to measure effectiveness and efficiency.

Job Requirements:

Answers incoming calls and responds to emails, chats, text and instant messages about Gateway's treatment services in accordance with call center procedures. Gathers and exchanges information in order to identify needs, prescreen for treatment and eligibility to admissions, as well as promotes Gateway treatment services and locations.
Documents customer information and responses using online forms. Uses databases to identify referral sources, assess treatment needs and maximize utilization of care; ensures completeness and accuracy of data.
Facilitates admission to the appropriate treatment center; follows-up with customers to confirm appointments, provides additional information regarding services, and addresses unresolved inquiries.
Trains Care Advocates on proper call protocol, including call quality and operating procedures. Serves as the initial point of contact for Care Advocates to answer questions, share appropriate resources and respond to escalated calls.
Listens to recorded calls to assess the quality of the calls, rate the calls and identify training needs. Coaches team members to provide excellent customer service and to follow established guidelines and processes; makes recommendations for performance improvements.
Updates referral sources and add new contacts to systems. Tracks numbers for various reporting and distributes reports to Gateway team.
Works collaboratively with other departments to ensure a positive customer experience. Confirms receipt of client information, promptly connects customer to treatment center, provides information to process admission, and coordinate client treatment.
May participate in various department projects as an individual contributor or team member including, but not limited to, identifying and testing appropriate software, developing call scripts, writing department procedures, and so forth. Projects may cross functional lines, requiring cooperative efforts with other departments to accomplish project objectives in a timely manner

Education and Experience

High school diploma or GED
Three (3) years of related call center or customer service experience, including performing quality control training

Knowledge, Skills and Abilities

Ability to work with, respond or operate a multi-call dialer.
Ability to multi-task in order to speak with customers, type responses; toggle between multiple windows while providing appropriate responses.
Written and verbal communication skills, and interpersonal skills necessary to gather and exchange information from internal and external customers and demonstrate empathy and compassion while facilitating difficult, sensitive and confidential discussions with customers.
Ability to work with multiple computer systems and screens while speaking with customers.
Ability to work in a fast-paced work environment.
Ability to promptly identify needs and present information effectively in person or in writing.
Computer skills with proficiency... For full info follow application link.

Gateway Foundation is an Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets