Role Description

The After Hours Advocate serves as the first point of contact for members and providers seeking support for behavioral health and substance use services. This role handles inbound calls, helps members navigate benefits and access to care, provides provider referrals, supports authorizations, and coordinates with clinical partners when additional intervention is needed.

Successful candidates are compassionate, customer-focused professionals who can manage sensitive conversations, navigate multiple systems, solve problems independently, and deliver an exceptional member experience.

Key Responsibilities

• Answer inbound calls from members and providers regarding behavioral health and substance use services.
• Assess caller needs and determine when clinical intervention or escalation is required.
• Assist with provider referrals, access to care, eligibility, benefits, and authorization requirements.
• Create and update authorizations to support accurate claims processing.
• Coordinate with clinical and operational partners to ensure timely member support.
• Complete follow-up outreach and issue resolution as needed.
• Provide resources and information to members and providers.
• Document interactions accurately while utilizing multiple systems simultaneously.
• Deliver professional, empathetic service and strive for first-call resolution.

Qualifications

• Bachelor's degree preferred. A degree in psychology, social work, public health, health coaching, family communications, or a related field is strongly preferred.
• Alternatively, a bachelor's degree in another field combined with 2+ years of behavioral health experience.
• Customer service experience in a fast-paced environment.
• Strong verbal communication, active listening, and problem-solving skills.
• Ability to manage multiple priorities while maintaining attention to detail.
• Strong technical aptitude and ability to navigate multiple systems simultaneously.
• Ability to work independently in a remote environment.
• Strong time-management and organizational skills.

Requirements

• Experience in behavioral health, mental health services, or substance use treatment settings.
• Experience supporting members or patients in a healthcare environment.
• Experience in a contact center or customer service setting.
• Knowledge of behavioral health benefits, provider networks, or care navigation.

Benefits

• Hourly rate of 24 - 37 USD, depending on relevant factors, including experience and geographic location.
• Eligible to participate in an annual bonus plan.
• Comprehensive range of health-related benefits including medical, vision, dental, and well-being and behavioral health programs.
• 401(k) plan.
• Company paid life insurance.
• Tuition reimbursement.
• A minimum of 18 days of paid time off per year.
• Paid holidays and leaves of absence.

Training Schedule

• Monday-Friday, 2:00 p.m. - 10:00 p.m. CT

Regular Work Schedule

• Monday, Tuesday, Wednesday: 2:00 p.m. - 12:00 a.m. CT
• Every Other Weekend: Saturday & Sunday, 8:00 a.m. - 6:00 p.m. CT