Contact Center Patient Specialist

Recovery Centers Of America - King of Prussia, PA

Full-time - Entry Level

King of Prussia, PA

Hospitals

About the position

As a Contact Center Patient Specialist at Recovery Centers of America (RCA), you will play a crucial role in helping individuals begin their recovery journey from addiction. This entry-level position serves as the first point of contact for patients and their families, providing essential support and guidance. You will engage with potential patients, assess their eligibility for treatment, and facilitate connections with Care Advocates, all while contributing to RCA's mission of saving lives through compassionate care.

Responsibilities

• Accept all inbound calls to 800-RECOVERY and other affiliates.
• Make outbound calls on all new Web Forms.
• Engage and process potential patients and their loved ones through the guidance funnel.
• Ensure full census of all inpatient facilities and 100% capacity utilization of outpatient/MAT programs.
• Maintain an SLA of 98% for all inbound calls.
• Achieve a collection rate of 90% of all information on qualified leads.
• Warm transfer 100% of all qualified calls to Care Advocates.
• Perform outbound calls to all new Web Forms within 5 minutes or less.
• Perform other duties as assigned.

Requirements

• High School diploma or equivalent.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced environment and manage multiple tasks.
• Proficiency in MS Office software.

Nice-to-haves

• Experience with Five9 and Dialer technologies.
• Knowledge of Salesforce.com.

Benefits

• Opportunity for professional growth into a Care Advocate position.
• Engagement in a mission-driven organization focused on saving lives.