Care Advocate - Call Center
About the role
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. This position is based at our Naperville Call Center, 1811 W Diehl Rd., Suite 700, Naperville, IL 60563, and requires the ability to work onsite four days per week with one day remote after training.
Responsibilities
- Serve as the initial point of contact for customers and referral sources seeking help.
- Engage with callers and respond to messages about Alpharus's treatment services, admission eligibility, and advantages of recovery.
- 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.
- Facilitate the admission process by confirming information, connecting customers to appropriate treatment centers, and relaying information to coordinate care.
Requirements
- Phone customer service experience is required.
- High school diploma or GED.
- Must reside in Illinois and be able to work onsite 4 days per week (1 day remote).
- Healthcare or behavioral health experience is a plus.
- Strong written and verbal communication skills.
- Compassion and empathy to appropriately respond to customer 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.
- Ability to work in a fast‑paced environment.
- Bilingual Spanish is an asset.
Pay
$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
- 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 Alpharus.
- Flexible Spending Accounts for medical and dependent care.
- Public Service Loan Forgiveness (PSLF) eligibility.
- 18 paid time off days per year – accrual rates increase with years of service.
- 9 paid company holidays.
- 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.
Schedule
Monday through Friday from 9:30 am‑6:00 pm with rotating weekend days. Training may last up to 4 weeks; training hours are Monday‑Friday, 8:00 AM‑5:00 PM. After training, the schedule is 4 days onsite and 1 day remote per week.