Recovery Care Coordinator (must be a Certified Recovery Specialist or meet criteria to obtain CRS)

Tbwa Chiat/Day Inc; Pennsylvania; Remote; USD 45,000 - 48,000; Full time

Job summary

An innovative healthcare startup is seeking a Recovery Care Coordinator to join their mission of transforming opioid use disorder treatment. This role is pivotal in providing exceptional support to patients, ensuring they receive comprehensive care while navigating their recovery journey. You will engage with patients, manage non-clinical needs, and collaborate with a diverse team to enhance the patient experience. The company values empathy, active listening, and a proactive approach, making it an exciting opportunity for those passionate about making a difference in healthcare. Join a dynamic team dedicated to improving lives through compassionate care and innovative solutions.

Benefits

Remote work anywhere in the United States

Competitive medical, vision, and health insurance

20 days of PTO per year

10 company holidays

401k Contribution Platform

Life insurance

Short and long term disability

Financial wellness programs

Virtual primary care

Qualifications

• Must have 18 months of recovery experience or be certified as a CRS.
• Experience in customer support or healthcare is preferred.

Responsibilities

• Provide support to patients across various non-clinical needs.
• Collaborate with clinicians to ensure patient safety and satisfaction.

Skills

Empathy

Active Listening

Problem Solving

Organizational Skills

Customer Support

Communication Skills

Tech-savvy

Education

High School Diploma/GED

Tools

Slack

Telehealth Platforms

Job description

Recovery Care Coordinator (must be a Certified Recovery Specialist or meet criteria to obtain CRS)

Pennsylvania

Are you looking for a role in a company that's solving one of the greatest challenges of our lifetime? Ophelia helps people end their opioid use and restore their quality of life with respect for their time and dignity. Our mission is to make evidence-based treatments for opioid use disorder (OUD) accessible to everyone... and we're looking to bring more people onto our team to help us achieve it.

Ophelia is a venture-backed, healthcare startup that helps individuals with OUD by providing FDA-approved medication and clinical care through a telehealth platform. Our approach is discreet, convenient, and affordable. We've been successfully operating in 14 states for almost four years and we're excited to continue our growth. We are a team of doctors, scientists, startup veterans, and White House advisors, backed by leading technology and healthcare investors working to re-imagine and re-build OUD treatment in America.

Important Role Note: We are looking for someone who is interested in becoming a Certified Recovery Specialist to support our patients in care coordination. We will cover your training to become certified. Please note that there are several requirements to enroll in a Certified Recovery Specialist program. They are:

1. Must either live or work in Pennsylvania.
2. A minimum of 18 months of recovery in a continuous manner of personal, lived experience.
3. Minimum high school diploma/GED. Veterans may provide discharge documentation in lieu of a high school diploma/GED.

If you meet these above requirements and are interested in working on our fast-paced Care Coordination team, please read on!

Care Coordination at Ophelia

As one of the first members of the Ophelia team that a patient will interact with, our Care Coordinators are integral to creating a best-in-class patient experience that supports Ophelia's ability to grow and achieve our mission.

Care Coordinators work directly with patients to take care of a wide variety of non-clinical needs, as well as collaborating with clinicians to ensure patients are safe and delighted with their care.

In this role, you will be responsible for following defined processes and protocols that ensure our patients receive consistent, high-quality care. You will engage directly with Ophelia patients providing support across a wide range of areas including successfully filling pharmacy prescriptions, obtaining prior authorizations from a patient's health insurance plan, rescheduling an upcoming visit with a member of the Ophelia clinical team, collecting required documentation to allow members of Ophelia's clinical team to coordinate care with other health care providers the patient is seeing outside of Ophelia and providing quality referrals.

To be successful in this role you must become proficient in various technology platforms and channels of communication that Ophelia team members use to both provide support to our patients and to partner with cross-functional teams on improving processes and workflows. This role reports to the Lead Care Coordinator.

In this role, you will:

• Practice active listening, empathy, and solution-focused approaches to collaboratively engage with patients seeking support on a wide range of issues
• Use effective written skills to complete professional documentation and to interact with patients, clinicians and external stakeholders through various communication channels
• Prioritize effectively across multiple channels: switching between calls, messages, meetings, texts, and Slack to deliver patient-centered care
• Follow care team protocols and utilize good judgment to identify barriers or disruptions to care and use appropriate strategies to overcome those barriers
• Interact and problem-solve with multi-disciplinary teams such as Enrollment Coordinators, Financial Counselors, Clinicians and Tech team to ensure a safe and excellent patient experience
• Resolve issues related to prescriptions and insurance/pharmacy authorizations
• Follow Ophelia's policies and maintain all confidentiality, compliance, and ethical standards
• Work autonomously and as part of a team within established procedures and practices
• Consistently practice our cultural values: champion our patients, communicate with kindness, learn and share freely, and get results

We're looking for someone who has:

• Experience delivering outstanding patient experience or customer support, ideally at a consumer-focused healthcare company
• Experience de-escalating highly emotional conversations and communicating with empathy and respect to vulnerable patient populations
• A collaborative mindset and ability to build rapport in a remote first work environment
• The ability to remain calm and composed under pressure; experience in a fast-paced, frequently changing start-up environment a plus
• Strong organizational skills and a keen eye for detail: experience maintaining patient records and accuracy in responses
• High integrity, honesty, ability to build trust and maintain a strong sense of accountability
• A bias for action and getting things done: proactively taking on work without prompting, swiftly implement solutions, and achieving results efficiently and effectively
• Tech-savvy: you must be comfortable using various computer platforms and navigating new systems, and efficient in tech-related tasks
• Experience solving problems that do not have clear or obvious solutions
• Required: Meets criteria for CRS as outlined above, or has CRS certification already

Our Benefits Include:

• Remote work anywhere in the United States
• Competitive medical, vision, and health insurance (many plans are fully covered for the employee!)
• 20 days of PTO per year
• 10 company holidays
• 401k Contribution Platform
• Additional benefits offered through our benefits provider such as life insurance, short and long term disability, financial wellness, virtual primary care, among others!

Ophelia Compensation Overview

• We set compensation based on the level and skills required for the role. We value pay transparency and equity, and are committed to fair pay. In order to prevent pay disparities and reduce time spent in negotiations, we take a “first and best” offer approach: this means we’re not holding any compensation back from our candidates, and you can feel confident that our pay is fair and does not vary based on the strength of someone’s negotiation skills.
• Compensation is dynamic at Ophelia: as long as the company performs well and meets our targets, there will be opportunities for increased compensation annually. We’re happy to discuss this approach and our bands if you have questions during the interview process.

Compensation Range: $45,000 - $48,000 USD

Interested in learning more about Ophelia and this role? Apply to work with us!