Certified Recovery Specialist

About CARE Compass: 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.

The Role: As a Certified Recovery Specialist, you will follow defined processes and protocols to ensure our patients receive consistent, high-quality care. You will engage directly with Ophelia patients, providing holistic support across a wide range of areas, including:

• Resource Connection: Helping patients access vital community resources, benefits and social services.
• Care Navigation: Clarifying care plans and helping patients stay actively engaged in their treatment.
• Clinical Partnership: Working closely with the clinical team to flag concerns early and facilitate warm handoffs and referrals that actually land.

What Success Looks Like: This is a good fit for someone who is comfortable building trust with patients through consistent, purposeful contact over time — and who understands that in a virtual care setting, good documentation is part of good care.

Reporting Structure: This role reports to the Program Manager for Care Navigation.

In this role, you will:

• 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

We're looking for someone who has:

• 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
• Required: Meets criteria for CRS as outlined below, or has CRS certification already

Important Role Note: We are looking for someone who is, or is willing to become a Certified Recovery Specialist. If needed, we will reimburse training costs for certification. Please note that there are several requirements to enroll in a Certified Recovery Specialist program. They are:

1. Must either live or work in Pennsylvania.
2. A minimum of 18 months of recovery in a continuous manner of personal, lived experience.
3. Minimum high school diploma/GED. Veterans may provide discharge documentation in lieu of a high school diploma/GED. 

Our Benefits Include:

• 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
• Additional benefits offered through our benefits provider such as life insurance, short and long term disability, financial wellness, virtual primary care, among others!