Peer Recovery Engagement Specialist

1 month ago

Alamogordo, United States CHESS Health Full time
Peer Recovery Engagement Specialist - Onboarding

Who We Are

CHESS Health, based in Rochester, NY, is a rapidly-growing healthcare technology, software and services company focused on addressing the crisis of substance use disorder (SUD). CHESS is the developer of a smartphone app, Connections, used by individuals in treatment for and recovery from SUD. The platform consists of three products: ePrevention eIntervention, and eRecovery. These products include smartphone applications for patients, their families, and their care team, web-based referral management, digital cognitive behavioral therapy lessons, as well as an analytics and benchmarking engine. CHESS Health customers also include SUD treatment providers, state and local governments, and health plans.

The Position

CHESS is looking for a highly motivated, detail-oriented individual with passion for and commitment to producing the most optimized onboarding process to the Connections App with a keen focus on improving the user experience. This position will focus exclusively on electronically onboarding clients and patients to the Connections App, handling all activities which support getting into and utilizing our App, from the point at which the offering is first being communicated to the patient, to the point at which they post their first message.

Onboarding
  • Utilize an iterative approach to develop highly creative and effective methods to improve onboarding. The goal is to deliver improved onboarding rates as fast as possible, including increasing total sign-ups, conversions to active patients, and reducing the delta between number of patients signed up and those who onboarded
  • Perform a series of observations of the current state of our onboarding process, understand the patient journey to reveal friction points and areas where the onboarding flow can be easier, more informative, better communicate benefits, improve technical understanding of how the app/program works, and leave the patient feeling excited and inspired to begin their recovery journey with CHESS
  • Ensure consistent onboarding process occurs across all customers
Metrics
  • Use our Enterprise Analytics tool to understand onboarding trends, and track metrics daily
  • Create and publish onboarding Dashboard on a weekly, monthly, and quarterly basis
  • Identify new tools that may need to be developed to track client onboarding
Collaboration
  • Participate in customer calls to explain the benefits of the Connections App, identify what is working/what needs improvement, document and develop improvements, assist clients with onboarding, ensure best practices are adhered to and well understood
  • Collaborate with Engineering Team to develop features that support onboarding flow
  • Collaborate with the Engagement Team – utilize Peers when needed to improve client onboarding (e.g., patient outreach, promotion, education)
  • Be a team player in supporting colleagues, sharing best practices, and contributing ideas to make colleagues, CHESS Health, and its customers more successful
Training and Mentoring
  • Develop onboarding best practices and training resources (e.g., videos, written content)
  • Deliver training to Providers/Customers, and Customer Success Team
Work Schedule, Location, and Compensation
  • The schedule for this position is M-F 10am to 7pm EST, with flexibility required as needed
  • The position will work remotely from a dedicated home office with required travel onsite to support clients with onboarding in the Charlotte and Raleigh areas
  • The position pays $24.00/hr. if currently PRSS-certified or $20.00/hr. if not currently PRSS-certified
Your Value Proposition
  • Several years of lived experience with SUD addiction and recovery
  • Certification as a National or state-specific Certified Peer Recovery Specialist (CPRS)
  • Live a healthy lifestyle and able to discuss activities for individuals to engage in
  • Attended formal peer recovery specialist training
  • Experience required with care coordination, working on a multidisciplinary team, smartphone, web-based, and Microsoft Office applications
  • Excellent written and verbal communication, exhibiting an authentic voice
  • Empathy, with the ability to read something unpleasant from an individual and “be ok with it” or access supervision if triggering
  • Relationship-building; ability to find creative ways to engage individuals, easily make conversation with people (not scripted discussions), and ask open-ended questions
  • High energy with an outgoing personality, positive outlook on life, and ability to find success/positives in difficult situations
  • A person-centric/customer-centric approach to your work
  • Embrace flexibility to create positive change
  • Excellent organizational skills, and able to balance supporting multiple customers simultaneously
  • Experience with hospital-based peer work is a plus, but not required
Our Value Proposition
  • Competitive compensation and benefits, including a company-paid employee health plan option effective your first day of employment
  • Opportunities to provide new and innovative solutions to business challenges
  • Our teams ensure every customer interaction is exceptional; as such, you will be the driving force behind our high-level customer interaction
  • A collaborative work environment, where you will be surrounded by highly motivated and passionate people all working together toward the same goal


CHESS Health is an Equal Opportunity Employer and prohibits discrimination of any kind during the hiring process, including but not limited to discrimination based on race, color, sex, disability, protected Veteran status, nationality, religion, age, pregnancy, sexual orientation, gender identity, genetic information, or any other non-merit-based factor. We will ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application or interview process and to perform essential job functions. Please contact us to request an accommodation.

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