Remote Certified Recovery Care Coordinator

Summary

The job is for a Care Coordinator at Ophelia, a healthcare startup that provides telehealth services to individuals with opioid use disorder. The role involves coordinating non-clinical needs of patients, collaborating with clinicians, and ensuring patient safety and satisfaction. The position is remote and offers competitive benefits such as health insurance, PTO, and remote work anywhere in the United States.

Requirements

• Holds Certified Recovery Specialist (CRS) certification in recovery from OUD
• 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

Responsibilities

• Follow defined processes and protocols to ensure patients receive consistent, high-quality care
• Engage directly with Ophelia patients providing support across a wide range of areas including filling pharmacy prescriptions, obtaining prior authorizations, rescheduling appointments, collecting required documentation, and providing quality referrals
• 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 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

Benefits

• 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
• $1,000 Work From Home Stipend
• 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!