Care Advocate - Call Center; Off - Naperville, IL

Care Advocate - Call Center (Off on Wednesday and Saturday) - Naperville, IL

Vision insurance, paid time off, tuition reimbursement, 403(b), retirement plan, remote work.

Location:

Naperville, IL

• Monday, Tuesday, Thursday, Friday, Sunday – Off on Wednesday & Saturday
• Monday, Tuesday, Thursday, Friday: 8:30 AM – 5:00 PM (In Office)
• Sunday: 8:00 AM – 4:30 PM (Work From Home)
• Training may last up to 4 weeks. Training hours are Monday – Friday, 8:00 AM – 5:00 PM.

• Engage with callers and respond to messages about Gateway treatment services, admission eligibility, and recovery benefits.
• Assist callers seeking help for substance use and mental health issues.
• Gather and exchange information based on the caller's needs.
• Communicate information about Gateway treatment services, locations, and levels of care using consultative and solution‑based selling techniques.
• Answer incoming calls and make outbound calls to individuals needing help, family members, hospitals, and other healthcare professionals.
• Document customer information in our CRM.
• Follow‑up with customers to confirm appointments, provide additional information, and address questions.
• Facilitate admission process by confirming information, connecting customers to appropriate treatment center, and coordinating care.

• Phone customer service experience is a MUST.
• High school diploma or GED.
• Healthcare or behavioral health experience is a plus.
• Written and verbal communication skills.
• Compassion and empathy to respond to customer needs appropriately.
• Ability to toggle between multiple computer systems and screens while speaking with customers.
• Ability to respond to emails, chats, text, and instant messages.
• High attention to detail.
• Ability to work in a fast‑paced environment.
• Bilingual Spanish is an asset.

• Speak with others to gather and exchange information.
• Multitask with texting, fielding multi‑line calls, and communicating via instant messaging concurrently.
• Proofread and verify data from printed form and computer monitor display.
• Use keyboard and monitor to enter, retrieve, and audit information.

• $20.00 per hour.
• Gateway Foundation conducts annual reviews including merit increases.

• Medical, dental, and vision insurance for employees and dependents.
• Employee wellness program promoting health and fitness with cash‑saving premiums.
• Employee assistance programs focused on mental health.

• 403(b) Retirement Plan with 3% employer match.
• Short‑term and long‑term disability and life and AD&D insurance paid by Gateway.
• Flexible Spending Accounts for medical and dependent care.
• Public Service Loan Forgiveness (PSLF).

• 18 paid time off days per year – accrual rate increases with years of service.
• 9 paid company holidays.
• Work–life balance.

• Training & development programs.
• Tuition reimbursement – up to $5,250 per calendar year.
• eLearning access to online courses that provide CEUs and job‑related training.
• Clinical supervision:
  Formal and informal guidance.

Gateway Foundation is an Equal Opportunity

Employer:

Race/Color/Sex/Sexual Orientation/ Gender Identity/Religion/National Origin/Disability/Vets. Please view Equal Employment Opportunity Posters provided by OFCCP here.