Certified Recovery Specialist

Ophelia • Pennsylvania, PA

3h • $45,000 - $48,000 • Remote

About The Position

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. 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 six years and we're excited to continue our growth. We are a team of physicians, scientists, entrepreneurs, researchers and White House advisors, backed by leading technology and healthcare investors working to re-imagine and re-build OUD treatment in America. This role is a critical part of the care navigation team at Ophelia. CARE Compass, our Care Navigation team, helps patients connect to resources in their communities—tailored to fit their exact needs—and we do it entirely in a virtual environment.

Requirements

• Meets criteria for CRS as outlined below, or has CRS certification already
• 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.
• An attention to detail, and a commitment to high quality documentation to deliver a seamless patient journey through care navigation
• An ability to move patients along a care continuum, from identifying a barrier to full issue resolution; with steps clearly and concisely documented and communicated along the way
• Experience delivering outstanding patient experience or customer support, ideally at a telehealth or direct to patient 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
• 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
• Experience solving problems that do not have clear or obvious solutions

Nice To Haves

• Willing to become a Certified Recovery Specialist

Responsibilities

• Manage an active caseload of patients with open social needs, developing and maintaining individualized care plans
• Reach patients by SMS and phone to assess needs, clarify barriers, and keep cases moving — building rapport through consistency, but maintaining efficiency and ease for the patient
• Research targeted resources for each patient based on their specific situation, like insurance status, location, income, and the actual barrier they’re facing
• Follow cases through to confirmed resolution
• Practice active listening, empathy, and solution-focused approaches to collaboratively engage with patients seeking support on a wide range of issues
• Prioritize effectively across multiple channels: switching between calls, messages, meetings, texts, and Slack to deliver patient-centered care
• 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

Benefits

• Competitive medical, vision, and health insurance (many plans are fully covered for the employee!)
• Start with 20 days (4 weeks) of PTO, increasing to 5 weeks after 2 years and 6 weeks after 5 years of tenure
• 10 company holidays
• Work From Home Stipend
• 401k Contribution Platform
• life insurance
• short and long term disability
• financial wellness
• virtual primary care

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED