Care Advocate - Call Center (Off on Wednesday and Saturday) - Naperville, IL
Gateway Foundation is a national non-profit dedicated to helping individuals with substance use and mental health disorders. The Care Advocate role serves as the initial point of contact for customers seeking help, responsible for engaging with callers and providing information about treatment services and admission eligibility.
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 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
Skills
- Phone Customer Service experience is a MUST for this vital and rewarding opportunity!
- High school diploma or general education equivalency
- 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
- Healthcare or Behavioral Health experience a plus
- Bilingual Spanish is an asset
Benefits
- 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
- 403(b) Retirement Plan with 3% employer match
- Short-term and Long-term Disability and Life and AD&D Insurance paid for by Gateway
- Flexible Spending Accounts for medical and dependent care
- Public Service Loan Forgiveness (PSLF)
- 18 paid time off days per year – accrual rates increase with years of service
- 9 paid company holidays
- Work-life-balance
- 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
Company Overview