Contact Center Team Lead

"I love working at RCA because I love the mission we serve, and because of our patients and teammates. This is the most passionate, caring group of people in our industry, and they work harder than anyone else to help save lives. The daily professional and personal growth I get by taking on new challenges and constantly living outside of my comfort zone is unmatched." Mike F. RCA Mission Center

RCA's Passion

In 2013, Recovery Centers of America (RCA) announced a goal: Save one million lives from the disease of addiction. We're working fast and hard to fulfill that promise, with over 11 facilities that offer evidence-based inpatient, outpatient, and medication-assisted treatment 24 hours a day, 365 days a year.

We know one size doesn't fit all when it comes to addiction treatment; that's why we tailor our treatment for each patient and offer specialized programs for patients with trauma and multiple recurrences, as well as programs for older adults, first responders, and more.

We believe in the power of local treatment, because families are a huge part of the treatment and recovery process at RCA. Our family program rebuilds, restores, or strengthens family relationships.

Our curriculum, resources, and evidence-based care were created to help patients not just achieve recovery, but maintain it for life. All of our services and treatment are delivered by clinical expertise - that's where you come in.

All of our services and treatment is delivered by compassionate, dedicated expertise - that's where you come in.

As a Contact Center Team Leader, you'll be a part of our heroic mission of helping millions of people jumpstart their recovery. Your passion for fighting back against the disease of addiction will aid in patient recovery. As often the first point of contact with RCA, Treatment Advisors have the exciting yet intense role of speaking with patients, their families, hospitals, and anyone looking for help for addiction. Not only will you have the opportunity to connect people with the help they need, but you'll be saving lives on a daily basis.

If you're looking for a fulfilling, life-changing job, Recovery Centers of America is the right place for you. And you're the right candidate for us!

Position Overview:

The Team Leader will serve as the lead subject matter expert on business rules and policies as well as spend a maximum of 80% of their time taking inbound phone calls. This role demands the individual to remain a consistent top performer along with providing leadership to the floor. The Team Leader receives and appropriately de-escalates calls and provides second voices from Treatment Advisors, oversees productivity and execution for their assigned shift. The Team Leader is a developmental role in preparing for a Supervisory position within the Mission Center and individuals in this role will participate in leadership development opportunities, workshops, and trainings to develop their leadership skills for advancement at RCA.

Specific Responsibilities:

• Responsible for full census of all our inpatient facilities, and 100% capacity utilization of our outpatient/MAT programs
• Successfully performs Treatment Advisor job duties as outlined in Treatment Advisor job description
• Demonstrate leadership, professional, and uncompromising ethical behavior always
• Listen to a minimum of two calls per month per Treatment Advisor assigned to their assigned shift.
• Help manage the daily activities of Treatment Advisor within designated shift to ensure 100% compliance:
  • Complete a brief huddle every day with your team by 8:30am for 1st shift, 11:00 for mid-shift 4:00pm pm for 2nd shift, and 11:45pm for the overnight team
    • Provide global overall of Census, ADC, Yesterday's admission, Today's Admission and Discharges
    • Cover available beds based on census by site and gender and level of care
    • Policy and Procedure updates
    • Best practices
    • Policy and Procedure reminders
  • Review all Pending Inpatient and Outpatient admissions reports and determine who needs to be called and in what order based on their scheduled admission time
    • Additionally, quality check that all are pushed to Avatar and have updated to admitted if applicable