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

Ophelia; United States; Remote; USD 45,000 - 48,000; Full time

Job summary

A healthcare startup is seeking a Care Coordinator to support patients in their recovery journey. This role involves engaging with patients, ensuring high-quality care, and collaborating with clinicians. Applicants should have experience in patient support and strong organizational skills. This position offers remote work across the United States, along with competitive benefits and a salary range of $45,000 - $48,000 USD.

Benefits

Competitive medical insurance

20 days of PTO per year

10 company holidays

401k contribution platform

Qualifications

• Experience delivering outstanding patient experience or customer support, ideally in healthcare.
• Experience in a fast-paced startup environment is a plus.
• Must meet criteria for Certified Recovery Specialist (CRS) certification.

Responsibilities

• Engage with patients via multiple communication channels.
• Ensure high-quality care through defined processes.
• Collaborate with clinicians and coordinate patient care.

Skills

Patient experience delivery

Empathy and respect in communication

Organizational skills

Tech-savvy

Ability to remain calm under pressure

Education

High school diploma/GED

Job description

Overview

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. We are a venture-backed healthcare startup providing FDA-approved medication and clinical care through a telehealth platform. We operate in 14 states and are growing, with a team of physicians, scientists, entrepreneurs, researchers and White House advisors backed by leading technology and healthcare investors.

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. Requirements to enroll in a Certified Recovery Specialist program include:

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

If you meet these requirements and are interested in joining our fast-paced Care Coordination team, read on.

Care Coordination at Ophelia

As one of the first team members a patient will interact with, Care Coordinators are integral to creating a best-in-class patient experience that supports Ophelia's growth and mission. Care Coordinators work directly with patients to handle a wide range of non-clinical needs and collaborate with clinicians to ensure patients are safe and satisfied with their care.

You will follow defined processes and protocols to ensure patients receive consistent, high-quality care. You will engage with patients across areas such as filling pharmacy prescriptions, obtaining prior authorizations from insurance plans, rescheduling visits with the clinical team, collecting documentation to coordinate care with other providers, and providing quality referrals.

To be successful, you must become proficient with Ophelia's technology platforms and communication channels used to support patients and collaborate with cross-functional teams. This role reports to the Lead Care Coordinator.

In This Role, You Will

• Practice active listening, empathy, and solution-focused approaches to 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
• Prioritize effectively across multiple channels: calls, messages, meetings, texts, and Slack to deliver patient-centered care
• Follow care team protocols and exercise judgment to identify barriers to care and apply strategies to overcome them
• Interact with multi-disciplinary teams to ensure a safe and excellent patient experience
• Resolve issues related to prescriptions and insurance/pharmacy authorizations
• Follow Ophelia's policies and maintain confidentiality, compliance, and ethical standards
• Work autonomously and as part of a team within established procedures
• Consistently uphold our cultural values: champion 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 under pressure; experience in a fast-paced startup environment is a plus
• Strong organizational skills and attention to detail: experience maintaining patient records and accuracy in responses
• High integrity, honesty, accountability, and the ability to build trust
• A bias for action: proactively taking on work, implementing solutions, and delivering results efficiently
• Tech-savvy: comfortable using various computer platforms and navigating new systems
• Experience solving problems without clear or obvious solutions
• Required: Meets criteria for CRS as outlined above, or CRS certification already

Our Benefits Include

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

Ophelia Compensation Overview

• Compensation is based on role level and skills; we value pay transparency and equity. We offer a first and best offer approach.
• Compensation is dynamic: there are opportunities for yearly increases based on company performance. Details can be discussed 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!