Senior Care Advocate - Naperville IL

 

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.

 

 

Senior Care Advocates 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 Senior 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 Senior Care Advocate does: 

 

• Under general supervision, answers incoming call center calls and responds to messages about Gateway treatment services.  Trains new staff, monitors calls and provides staff with feedback and ongoing training to improve quality.  Gathers report data to measure effectiveness and efficiency. 

 

Job Requirements:

• Answers incoming calls and responds to emails, chats, text and instant messages about Gateway’s treatment services in accordance with call center procedures. Gathers and exchanges information in order to identify needs, prescreen for treatment and eligibility to admissions, as well as promotes Gateway treatment services and locations.  
• Documents customer information and responses using online forms.  Uses databases to identify referral sources, assess treatment needs and maximize utilization of care; ensures completeness and accuracy of data. 
• Facilitates admission to the appropriate treatment center; follows-up with customers to confirm appointments, provides additional information regarding services, and addresses unresolved inquiries. 
• Trains Care Advocates on proper call protocol, including call quality and operating procedures.  Serves as the initial point of contact for Care Advocates to answer questions, share appropriate resources and respond to escalated calls. 
• Listens to recorded calls to assess the quality of the calls, rate the calls and identify training needs.  Coaches team members to provide excellent customer service and to follow established guidelines and processes; makes recommendations for performance improvements.
• Updates referral sources and add new contacts to systems. Tracks numbers for various reporting and distributes reports to Gateway team.
• Works collaboratively with other departments to ensure a positive customer experience.  Confirms receipt of client information, promptly connects customer to treatment center, provides information to process admission, and coordinate client treatment.
• May participate in various department projects as an individual contributor or team member including, but not limited to, identifying and testing appropriate software, developing call scripts, writing department procedures, and so forth.  Projects may cross functional lines, requiring cooperative efforts with other departments to accomplish project objectives in a timely manner

 

Education and Experience: