Treatment Advisor

POSITION OVERVIEW:

The Treatment Advisor is an entry-level role within the Contact Center at Recovery Centers of America (RCA). 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, 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

KEY 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.

SKILLS AND EDUCATION

Education & Experience

Bachelor's degree preferred or equivalent work experience. 2+ years of professional experience in healthcare, customer service, or sales within an admissions environment preferred. Experience working in a substance abuse facility, addiction treatment, or mental health services is a plus.

Technical & Interpersonal Skills

Proficiency in Microsoft OfficeStrong ability to communicate empathetically and compassionately with individuals in distress. Ability to remain composed under pressure while handling complex and emotionally sensitive situations.

COMPETENCIES

Leadership: Supports team success through collaboration and a shared vision.

Customer Service: Prioritizes patient needs while maintaining an elevated level of service.

Job Knowledge: Demonstrates expertise in admissions, treatment processes, and company policies.

Integrity: Upholds ethical standards while respecting individual beliefs, backgrounds, and values.

Conflict Resolution: Effectively diffuses demanding situations with tact and diplomacy.

Resilience: Maintains composure in high-pressure environments and learns from challenges.

WORK ENVIRONMENT

Professional office setting with primarily seated work utilizing standard office equipment such as computers, phones, photocopiers, and filing cabinets. Ability to work independently and collaboratively within a team. Moderate noise level.

PHYSICAL DEMANDS

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands to finger, handle or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move objects up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision and the ability to adjust focus.

TRAVEL

Minimal to no travel required.