Care Advocate - Call Center Representative

Who is Gateway Foundation?

Gateway Foundation, Inc. is a national non-profit dedicated to helping individuals with substance use and mental health disorders. Established in 1968, Gateway provides essential tools and knowledge for recovery, positively impacting hundreds of thousands of lives. Operating through its Community Services, Corrections Divisions, and Corporate Headquarters, the organization is recognized for innovative, effective treatment approaches and maintaining high standards.

Why join us?

Consider joining our team, where your impact can be truly meaningful. Our organization focuses on delivering high quality clinical services as a recognized leader in evidence-based treatment proven to get results. By joining our team, you'll have the chance to provide essential services to underserved populations, all while working for an organization that values you and aims to be an employer of choice. You can expect to be part of a vibrant culture that emphasizes teamwork and professional growth, while embracing diversity, equity, and inclusion for every individual in every community. When you join us, you have the opportunity to find both personal and professional fulfillment by aligning your career with your values.

Care Advocate - Call Center Representative are responsible for:

This life saving position is the initial point of contact for our customers and referral sources, for those looking for help. The Care Advocate is responsible for engaging with callers and responding to messages about Gateway treatment services, admission eligibility and the advantages of recovery. In addition, the Care Advocate does:

• 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.
  
  

Job Requirements:

• High school diploma or general education equivalency
• Healthcare or Behavioral Health experience a plus
• 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
  
  

Physical Requirements:

• Ability to speak with others to gather and exchange information.
• Ability to multitask, working with texting, fielding multi-line calls, and communicating via instant messaging in a concurrent manner on a consistent basis.
• Ability to proofread, check and verify data and text from printed form and computer monitor display.
• Ability to use a keyboard and monitor to enter, retrieve, and/or audit information and data.
  
  

Compensation (based on experience and credentials):

• $20 per hour
• Gateway Foundation conducts annual reviews including merit increases.
  
  

Benefits at Gateway Foundation:

Health and Wellness:

• 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
  
  

Financial Wellbeing:

• 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)
  
  

Flexibility and Time Off:

• 18 paid time off days per year – accrual rates increase with years of service
• 9 paid company holidays
• Work-life-balance
  
  

Personal Development:

• 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
  
  

Gateway Foundation is an Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/ Gender Identity/Religion/National Origin/Disability/Vets. Please view Equal Employment Opportunity Posters provided by OFCCP here.