Customer Care role enhancing client satisfaction and relationships for a rapidly scaling FinTech startup based in Lisbon. Collaborating with various teams and managing customer interactions via chat.
About the role
- Peer Recovery Support Specialist at Gateway Foundation aiding individuals with substance use disorders. Responsibilities include maintaining caseload, conducting assessments, and providing peer support services.
Responsibilities
- Maintains a caseload as determined during the admissions process for patients participating in residential and outpatient treatment services.
- Conducts assessments to identify the need for support services and works collaboratively with patients to develop individualized recovery support plans that emphasize purpose, mindfulness, and personal goals.
- Provides a minimum of 20–25 hours each week of direct individualized in-person, telephonic or virtual peer support services.
- Maintains accurate and timely documentation of recovery plans, interventions, resources and progress notes in the electronic health record in accordance with policies, procedures, and regulatory and accreditation standards.
- Participates in ongoing recovery support services by identifying community resources and connecting patients with the appropriate services to further support their recovery journey.
- Assists with the coordination of transportation to supported services in the community as identified in recovery plan.
- Identifies relapse prevention strategies to support patients in managing and coping with triggers and high-risk situations and assists patients in building and sustaining a recovery-oriented social network to engage in healthy, meaningful activities.
- Participates in interdisciplinary case staffing meetings to discuss care coordination and ensure peer informed care.
- Contributes expertise in regular peer recovery team meetings to evaluate program effectiveness and individual patient progress.
Requirements
- Bilingual in English and Spanish, preferred.
- High school diploma or equivalent required.
- 1 year of mental health and/or substance use knowledge and experience.
- Ability to participate and complete required supervised work experience and obtain a certification as a Peer Recovery Specialist within 1 year of hire.
- Demonstrated ability to leverage recovery experience to engage patients during their recovery journey.
- Demonstrated interpersonal, communication, and active listening skills to assess individual needs and develop individual support plans.
- Ability to work independently and as part of a multidisciplinary team.
- Familiarity with recovery principles, trauma-informed care, and harm reduction approaches.
- Ability to learn and become proficient in using electronic health records to maintain enter and maintain treatment documentation.
Benefits
- Medical, dental, and vision insurance for employees and dependents
- Employee wellness program promoting health and fitness and offering 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 for by Gateway
- Flexible Spending Accounts for medical and dependent care
- Public Service Loan Forgiveness (PSLF)
- 18 paid time off days per year – accrual rates increase with years of service
- 9 paid company holidays
- Training & Development Programs
- Tuition Reimbursement - up to $5,250 per calendar year
- eLearning access to online courses that provide CEU’s and job-related training
- Formal and informal guidance
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