[Hiring] Certified Recovery Specialist @Ophelia

Role Description

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.
• Understanding 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.

Qualifications

• 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.

Requirements

• 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:

• 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.

Benefits

• 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!

Company Description

Ophelia is a venture-backed, healthcare startup that helps individuals with OUD by providing FDA-approved medication and clinical care through a telehealth platform. Our approach is discreet, convenient, and affordable. We've been successfully operating in 14 states for almost six years and we're excited to continue our growth. We are a team of physicians, scientists, entrepreneurs, researchers and White House advisors, backed by leading technology and healthcare investors working to re-imagine and re-build OUD treatment in America.