Recovery Care Coordinator (must be a Certified Recovery Specialist or meet criteria to obtain CRS)

Must meet criteria for CRS as outlined above, 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. 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

Engage directly with patients providing support across a wide range of areas including successfully filling pharmacy prescriptions Obtaining prior authorizations from a patient's health insurance plan Rescheduling an upcoming visit with a member of the Ophelia clinical team Collecting required documentation to allow members of Ophelia's clinical team to coordinate care with other health care providers the patient is seeing outside of Ophelia Providing quality referrals Use effective written skills to complete professional documentation and to interact with patients, clinicians and external stakeholders 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 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