Senior Treatment Advisor

Recovery Centers of America

36d•Onsite

About The Position

The Senior Treatment Advisor is an advanced role within the Contact Center at Recovery Centers of America (RCA). Senior Treatment Advisors serve as the first point of contact for individuals seeking help for themselves or a loved one, playing a crucial role in guiding them toward recovery. Their primary objective is to facilitate patient admissions to an RCA facility by providing compassionate support, verifying insurance, processing payments, reviewing treatment options, and preparing patients for the recovery process. Additionally, Senior Treatment Advisors respond to general inquiries, triage calls as needed and provide resources and information upon request. They also conduct follow-up with individuals who have not yet been admitted but may still require assistance.

Requirements

Bachelor's degree preferred or equivalent work experience.
2+ years of professional experience in healthcare, customer service, or sales within an admissions environment preferred.
Proficiency in Microsoft Office; experience with Salesforce is a plus.
Strong ability to communicate empathetically and compassionately with individuals in distress.
Ability to remain composed under pressure while handling complex and emotionally sensitive situations.

Nice To Haves

Experience working in a substance abuse facility, addiction treatment, or mental health services is a plus.

Responsibilities

Uphold professionalism, leadership, and ethical conduct.
Handle inbound inquiries via phone, email, chat, and social media channels promptly.
Provide comfort, motivation, and encouragement to patients while intervening, as necessary.
Adhere to established policies, procedures, and compliance regulations.
Manage all phases of the admissions process, including: Conducting pre-screenings to assess psychosocial, mental health, and medical considerations. Ensuring accurate intake documentation within the CRM and other relevant systems. Reviewing insurance eligibility, explaining available benefits, and discussing financial options. Collecting fees, including co-pays, deductibles, and full self-pay arrangements. Coordinating admissions, including bed availability, transportation, and intervention services as needed.
Collaborate with Contact Center teams, Business Development teams, facility staff, and community professionals to achieve successful patient outcomes.
Act with urgency to secure patient commitment to treatment and ensure timely admission.
Meet performance standards, service levels, and key metrics for the Contact Center.
Demonstrate compassion and professionalism while upholding regulatory and compliance policies.
Maintain quality assurance standards through regular call reviews, system updates, internal communication, and ongoing training compliance.
Mentors Treatment Advisors and newly hired team members.
Identifies and reports growth opportunities for mentees to the Supervisor and participates in management-led focus groups as needed.
Works independently with confidence and efficiency.