Recovery Access Specialist

Groups is a leading outpatient provider specializing in substance use disorder (SUD) treatment. We are committed to supporting underserved communities hit hardest by the opioid crisis. Since 2014, our local care teams have guided hundreds of thousands of individuals on their path to recovery, helping them reclaim their purpose and dignity through compassionate, collaborative care. Our evidence-based approach combines medication, group therapy, and personalized support, delivered online and in person by local providers. Founded on the belief that recovery extends beyond the traditional office visit, Groups helps members build a foundation for long-term recovery and the fulfilling lives they want and deserve.

About the role

The Recovery Access Specialist has a critical role within the Groups’ organization - serving as the first touchpoint with all our members in the member intake process and acting as a member liaison for all prospective member and current member calls.

Schedule

Sunday - Wednesday, 9am - 7pm EST

Pay

$19.00 - $21.00/hr

Responsibilities

• Answering all calls within established guidelines in a welcoming, energetic manner.
• Demonstrate knowledge of organizational structure and criteria to prospective and current members.
• Provide educated answers to clinical questions, identify/assist caller needs, ensure all requests are followed through and completed.
• Initiate client Biopsychosocial Assessment by utilizing motivational interviewing techniques to determine each caller's eligibility for Groups’ program.
• Schedule initial intake appointment utilizing EMR.
• Facilitate seamless client intake; coordinate client no-shows with clinic coordinators.
• Provide a positive experience that demonstrates our unique culture and values to develop a therapeutic rapport with clients.
• Work a minimum of 3 company holidays per year (paid time and a half).
• Work a minimum of 2 company mental health days per year.
• Other duties as assigned based on the business needs.

Skills

• A friendly but clear phone communication style.
• A strong communicator: you possess the ability to communicate effectively on the phone with clarity and warmth.
• Critical thinking and judgment skills - you can read between the lines to determine if an issue requires special or urgent attention.
• Enthusiasm to learn the best practices to treat opioid dependency.
• Ability to prioritize tasks and work in a fast-paced environment.
• Strong telecommunication skills and comfort while working in multiple IT systems, applications and tools.
• Strong customer service orientation required.
• A people person: You enjoy connecting with people from diverse backgrounds and help people feel at ease.
• Compassionate: you have empathy for those trying to navigate a difficult health situation and are dedicated to helping improve their experience through your stewardship.
• Organized: you feel confident handling a high volume of incoming calls efficiently but thoroughly address each one as if it were the most important caller of the day.
• Exceptionally positive: you believe that practicing patience and employing a positive attitude will help improve any situation.
• Passionate about our mission: you are looking to join a mission-driven team and culture, and are willing to go above and beyond to get the job done.
• Ability to work independently under general supervision.
• Ability to understand and adhere to the Code of Conduct.

Requirements

• High school diploma or equivalent required; Associate's degree preferred.
• Minimum 1-year experience in human services/healthcare or customer service professional role; retail, medical, or hospitality experience preferred.
• Access to reliable internet and telephone services, specifically a 10M download and 5M upload package or higher, as well as a strong WiFi signal from your remote work location.
• Must meet pre-employment requirements and maintain all applicable state and job-related guidelines for background screening. Depending on state-specific requirements, this may include fingerprinting, drug testing, health screening, CPR/Basic First Aid, and license/credential verifications.

Physical Requirements & Working Conditions

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job. Reasonable accommodation can be made to enable people with disabilities; these are made on a case-by-case basis.

• While performing the responsibilities of the role, the employee is required to talk and hear.
• The employee is often required to sit and use his or her hands and fingers.
• The employee is occasionally required to stand, walk and reach with arms and hands.
• Vision abilities required by this job include close vision.