Certified Recovery Specialist

About the role

CARE Compass is a care navigation team at Ophelia. Our role is to help patients connect to resources in their communities tailored to their needs, all in a virtual environment.

Responsibilities

• Manage an active caseload of patients with open social needs, developing and maintaining individualized care plans
• Reach patients by SMS and phone to assess needs, clarify barriers, and keep cases moving — building rapport through consistency, but maintaining efficiency and ease for the patient
• Research targeted resources for each patient based on their specific situation, like insurance status, location, income, and the actual barrier they’re facing
• Follow cases through to confirmed resolution
• Prioritize effectively across multiple channels: switching between calls, messages, meetings, texts, and Slack to deliver patient-centered care
• Interact and problem-solve with multi-disciplinary teams such as Enrollment Coordinators, Financial Counselors, Clinicians and Tech team to ensure a safe and excellent patient experience
• Solve issues related to prescriptions and insurance/pharmacy authorizations
• Follow Ophelia's policies and maintain all confidentiality, compliance, and ethical standards
• Work autonomously and as part of a team within established procedures and practices
• Consistently practice our cultural values: champion our patients, communicate with kindness, learn and share freely, and get results

Requirements

• Meet criteria for CRS as outlined below, or have CRS certification already
• Must either live or work in Pennsylvania
• A minimum of 18 months of recovery in a continuous manner of personal, lived experience
• Minimum high school diploma/GED. Veterans may provide discharge documentation in lieu of a high school diploma/GED

Qualifications

• An attention to detail, and a commitment to high quality documentation to deliver a seamless patient journey through care navigation
• An ability to move patients along a care continuum, from identifying a barrier to full issue resolution; with steps clearly and concisely documented and communicated along the way
• Experience delivering outstanding patient experience or customer support, ideally at a telehealth or direct to patient healthcare company
• Experience de-escalating highly emotional conversations and communicating with empathy and respect to vulnerable patient populations
• A collaborative mindset and ability to build rapport in a remote first work environment
• A bias for action and getting things done: proactively taking on work without prompting, swiftly implement solutions, and achieving results efficiently and effectively
• Experience solving problems that do not have clear or obvious solutions

Benefits

• Competitive medical, vision, and health insurance (many plans are fully covered for the employee!)
• Start with 20 days (4 weeks) of PTO, increasing to 5 weeks after 2 years and 6 weeks after 5 years of tenure
• 10 company holidays
• Work From Home Stipend
• 401k Contribution Platform
• Additional benefits offered through our benefits provider such as life insurance, short and long term disability, financial wellness, virtual primary care, among others!

Pay

$45,000 - $48,000 USD

Schedule

Full-time position