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:

• High school diploma or GED
• Three (3) years of related call center or customer service experience, including performing quality control training

Knowledge, Skills and Abilities:

• Ability to work with, respond or operate a multi-call dialer.
• Ability to multi-task in order to speak with customers, type responses; toggle between multiple windows while providing appropriate responses.
• Written and verbal communication skills, and interpersonal skills necessary to gather and exchange information from internal and external customers and demonstrate empathy and compassion while facilitating difficult, sensitive and confidential discussions with customers.
• Ability to work with multiple computer systems and screens while speaking with customers.
• Ability to work in a fast-paced work environment.
• Ability to promptly identify needs and present information effectively in person or in writing.
• Computer skills with proficiency with Microsoft Office; Word, Excel and Outlook; and the ability to utilize software in order to respond to customer text, emails and instant messages.
• Strong customer service skills and high attention to detail.

Physical Requirments:

• Ability to lift up to 10 - 20 pounds to lift, carry, push, pull or otherwise move objects such as files and other office materials.
• Ability to speak and communicate effectively in person or by telephone in order to gather and exchange information and provide direction.
• Ability to type responses, complete and proofread required documentation.
• Ability to respond to telephone calls, emails, chats, text, instant messages and hear speech.
• May be required to stoop and bend when handling computer equipment, troubleshooting system problems, etc.
• Ability to check and verify data and error messages from printed form and computer monitor display.
• Ability to use a keyboard and monitor display to enter, retrieve and/or audit information and data.
• Occasional travel to program sites and administrative locations.

Work Enviorment:

• Works in an office or clinical environment where there are relatively few discomforts due to dust, dirt, noise and the like. Occasional exposure to contagious diseases, but potential for harm is limited if established safety precautions and infection control procedures are followed.

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 OFCCPhere.