Care Advocate - Call Center (Off on Wednesday and Saturday) - 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?

Discover a rewarding career where you can find both personal and professional fulfillment while aligning your values with your work. You'll have the opportunity to make a meaningful impact by aiding individuals in overcoming addiction. We pride ourselves on being an organization that values you and strives to be an employer of choice, fostering a vibrant culture that promotes teamwork and professional growth. Your voice matters here; we actively listen to and value our employees' thoughts, allowing you to be part of organizational decisions. Join Gateway Foundation today and become part of a team dedicated to making a positive difference in the lives of others.

Location: Gateway Foundation - Naperville Call Center

• 1811 W Diehl Rd. | Suite 700 | Naperville, IL 60563

Work Schedule: (SUBJECT TO CHANGE)

• Monday, Tuesday, Thursday, Friday, Sunday (OFF on Wednesday & Saturday)
  
  
  
  • Monday, Tuesday, Thursday, Friday: 8:30AM - 5:00PM (In Office)
  • Sunday: 8:00AM - 4:30PM (Work From Home)
  
  
  
  
• Training may last for up to 4 weeks. Training hours are Monday - Friday, 8:00AM - 5:00PM

Care Advocate - Call Center Representative responsibilities:

This life saving position is the initial point of contact for our customers and referral sources, for those looking for help. The 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 Care Advocate does:

• Assist callers seeking help for substance use and mental health issues
• Gather and exchange information based on the caller's needs.
• Communicate information about Gateway treatment services, locations and levels of care using consultative and solution based selling techniques
• Answer incoming calls and make outbound calls to individuals needing help, family members, hospitals, and other healthcare professionals.
• Document customer information in our CRM
• Follow-up with customers to confirm appointments, provide additional information and address questions
• Facilitates admission process by confirming information, connecting customer to appropriate treatment center and relaying information to coordinate care.

Job Requirements:

• Phone Customer Service experience is a MUST for this vital and rewarding opportunity!
• High school diploma or general education equivalency
• Healthcare or Behavioral Health experience a plus
• Written and verbal communication skills
• Compassion and empathy to appropriately respond to customer's needs
• Ability to toggle between multiple computer systems and screens while speaking with customers
• Ability to respond to emails, chats, text and instant messages
• High attention to detail
• Able to work in a fast-paced work environment
• Bilingual Spanish is an asset

Physical Requirements:

• Ability to speak with others to gather and exchange information.
• Ability to multitask, working with texting, fielding multi-line calls, and communicating via instant messaging in a concurrent manner on a consistent basis.
• Ability to proofread, check and verify data and text from printed form and computer monitor display.
• Ability to use a keyboard and monitor to enter, retrieve, and/or audit information and data.

Compensation:

• $20.00 per hour
• Gateway Foundation conducts annual reviews including merit increases.

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.