Part-Time 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.

Location:Gateway Foundation's Call Center - Naperville, IL

Care Advocate - Call Center Representative are responsible for:

Are you passionate about customer service and making a difference in people's lives? Our Care Advocates are the first point of contact for individuals and referral sources seeking help. This life-saving customer service role is critical in supporting individuals on their recovery journey.

As a Care Advocate - Call Center Representative, you will provide exceptional customer service by:

• Engaging with callers in a compassionate, professional manner to assess their needs.
• Managing a total of 30-40 minimum calls per day.
• Assisting individuals seeking help for substance use and mental health issues.
• Delivering top-tier customer support by clearly communicating information about Gateway treatment services, locations, and levels of care using consultative and solution-based selling techniques.
• Answering incoming calls and making outbound calls to individuals in need, family members, hospitals, and healthcare professionals.
• Accurately documenting customer interactions in our CRM system.
• Following up with customers to confirm appointments, provide additional information, and address any questions.
• Facilitating the admission process, ensuring a smooth experience for those seeking care.

Job Requirements:

• Must have 1-2 years of experience with customer service in a call center environment.
• High school diploma or general education equivalency.
• Healthcare, or behavioral health experience is a plus!
• Excellent written and verbal communication skills.
• Strong customer-first mindset, with compassion and empathy to support individuals in need.
• Ability to navigate multiple computer systems and screens while speaking with customers.
• Experience responding to emails, chats, texts, and instant messages in a professional, timely manner.
• High attention to detail and ability to thrive in a fast-paced environment.

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.