Recovery Access Specialist
About the role
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. Together with our community partners, public agencies, and health plans, we are raising the bar in addiction health care—and we’re just getting started. Groups is changing lives. Join us. At Groups, 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.
Responsibilities
- Answer 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.
- Perform other duties as assigned based on business needs.
Qualifications
- 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 10 Mbps download and 5 Mbps upload package or higher, as well as a strong Wi‑Fi signal from your remote work location.
- Must meet pre‑employment requirements and maintain all applicable state and job‑related guidelines for background screening (may include fingerprinting, drug testing, health screening, CPR/Basic First Aid, and license/credential verifications depending on state).
Skills
- Friendly but clear phone communication style.
- Strong communicator: ability to communicate effectively on the phone with clarity and warmth.
- Critical thinking and judgment skills – able to read between the lines to determine if an issue requires special or urgent attention.
- Enthusiasm to learn 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.
- People person: enjoys connecting with people from diverse backgrounds and helping people feel at ease.
- Compassionate: empathy for those navigating a difficult health situation and dedication to improving their experience.
- Organized: confident handling a high volume of incoming calls efficiently while thoroughly addressing each one.
- Exceptionally positive: believes practicing patience and employing a positive attitude improves any situation.
- Passionate about our mission: looking to join a mission‑driven team and culture, willing to go above and beyond.
- Ability to work independently under general supervision.
- Ability to understand and adhere to the Code of Conduct.
Pay
$19.00 - $21.00 per hour
Schedule
Monday - Friday, 11am‑7pm EST