Job Description

Job Description

Job Description

ABOUT RIA HEALTH

Ria Health is on a mission to bring effective evidence-based treatment for alcohol use disorder to all Americans. Our team consists of empathetic mission-driven professionals coming together to support the quality and availability of our national telehealth alcohol treatment program. We are seeking a Program Specialist to join our rapidly growing team. Ria Health, recognized as the leading national telehealth provider specializing in alcohol use disorder (AUD) treatment, recently raised $18 million in Series A led by SV Health Investors, LLC. The investment will further the momentum of commercial partnerships that include regional and national health plans, including Anthem Blue Cross Blue Shield, UnitedHealth Group Optum, Beacon Health Options, Highmark Health, and Magellan Health.

JOIN THE RIA HEALTH TEAM!

Join the team that integrates medical care, behavioral support, and technology tools to help members achieve their personal goals in treating alcohol misuse. Ria Health is a Center of Excellence that delivers a Joint Commission accredited program that leverages evidence-based pharmacotherapy, psychosocial support, and an engaging care delivery platform to help members achieve lasting improvements in their quality of life. Ria’s published outcomes data set the standard for effectiveness in alcohol treatment. The Ria program is delivered through telehealth and by a care team of Physicians, Nurse Practitioners, and Coaches with clinical expertise to manage care and outcomes for Ria Health members.

WORK AT RIA HEALTH AS AN ENROLLMENT PROGRAM SPECIALIST

Ria Health is seeking a Program Specialist. The Enrollment Center is the face of Ria Health to new prospects, and reports to the Enrollment Center Manager. Program

Specialists listen to the needs and problems of people considering the Ria service, and explain how they may benefit from the Ria service.

DUTIES AND ESSENTIAL RESPONSIBILITIES

● Provide thorough over the phone discovery to determine program fit for telehealth AUD treatment, and overcome objections both financial and programmatic. These are a combination of outbound scheduled calls and inbound calls from our website, with most calls averaging between 9 to 12 minutes.

● Collect and determine insurance eligibility, and work closely with the verifications specialist to process eligibility requests ahead of scheduled calls when possible. ● Assists prospects with the Enrollment process from start to finish when necessary, but primarily works closely with the onboarding specialist to enroll eligible prospects at their highest point of intent.

● Enroll new members, refer unsuccessful prospects to other helpful resources, and record customer interactions in Salesforce CRM.

● Provide feedback on the efficiency of the program specialist process and work with Enrollment team to define scalable processes

● Work independently and provide help and feedback to team members in a timely manner

● Attend scheduled meetings regularly and collaborate with other departments in a professional manner

● Proactively identify and drive resolution to challenges independently ● Demonstrates proficiency with Google Suite and knowledge of spreadsheet reading, creation, and various reporting tools

GOALS:

● Establish trust by actively listening and providing truly helpful information at a manageable pace for both prospects and team members

● Simplify the prospect’s decision process

● Prospects leave every interaction with an excellent customer experience

● Set realistic expectations such as “medicines are not magic but with the help of the Ria medical team you can find one that works” and “lasting progress takes a year, plus or minus” and “you will be the hero of your program because you are doing the work, with support from Ria”

● Continue to grow our number of members

● You will receive regular weekly feedback on your performance to include the following metrics: NPS, conversion rate, average talk time, accuracy, calls accepted and made per day.

Requirements: Education and Experience

● Experience in Education, Sales or relevant field

● Ability to quickly build rapport and trust with potential patients through conference call assessment and program education

● 1-3 years experience in customer service, healthcare/patient care, customer engagement, potential customer and/or program evaluation or enrollment, or in the general care of support of helping people to improve their quality of life

● Familiarity with addiction treatment programs from community meetings to rehab is preferred

● Polished and professional in delivery/communicator: Active listener, excellent verbal and written communication skills

● Experience working with various computer applications/ tech savvy preferred ● Flexible, naturally curious in the discovery of solutions to current company challenges, interests in tech/healthcare industry

Make an impact at a critical time

The pandemic has caused a global crisis; there has been a tremendous increase in anxiety, trauma, and stress for millions of people, increasing the misuse of alcohol. As a result, Ria Health has experienced a 500% increase in demand from patients seeking a specialized treatment program for alcohol misuse. We seek team members motivated to

provide high-quality, patient-centered, evidence-based care through telemedicine that improves the health and wellbeing of the people we support.

ENJOY RIA HEALTH BENEFITS

● Join a team of Mission driven professionals dedicated to offering a next-generation solution in the treatment of heavy alcohol use and addiction ● Experience professional growth within a rapidly expanding tech-healthcare company

● Work remotely anywhere in the United States

● Career opportunities include full-time, part-time, and on a contract basis ● Competitive compensation

● Telehealth training and development

● Accrued PTO for full-time team members

APPLY TO RIA HEALTH

Ria Health invites you to apply at RIAHEALTH.COM

EQUAL EMPLOYMENT OPPORTUNITY

Ria Health provides equal employment opportunities to all employees and applicants for employment. It prohibits discrimination and harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Ria Health Vision:

A world with accessible, compassionate, and effective treatments to reduce the burden of all those who suffer from Alcohol Use Disorder.

Ria Health Mission:

We combine medical science, technology, and human compassion to deliver private, evidence-based, telehealth alcohol treatment programs for anyone who wants to drink less and live better.

Ria Health Values:

Compassion – we promote a culture of empathetic care and communication. We actively listen, we always encourage, and we provide support.

Integrity – We are honest, open, ethical, and fair. We hold ourselves accountable when we make mistakes.

Teamwork – working together, we will achieve great things.

Embrace Change – we work to drive improvement over perfection, measuring and questioning the status quo to make progress and enhancement.

Always Learning – We celebrate curiosity and discovery through development and research.

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