• Job Description

  Req#: 2235064

  Why Work For Us?

  Workplace well-being is more important than ever. We are the winner of the 2018, 2019, 2020, and 2021 Best and Brightest Companies to Work for In The Nation. We have also won the 2020 Best Places to Work Award, Minneapolis/St. Paul Business Journal.

  
  

  Our employees benefit from a competitive benefits package that includes paid time off (PTO), parental leave, paid holidays, insurance (medical, dental, vision, life, STD, LTD), flexible schedules, a 401k program with company match, and profit sharing. Insurance benefits effective on the 1st of the month following hire.

  
  

  We strive to develop and provide growth opportunities for our employees. In 2022, R3 Continuum spent approximately $32,500 on employee training and development.

  
  

  At R3 Continuum, we believe our differences don’t divide us but teach us. R3 Continuum eagerly embraces diversity and is a committed Equal Opportunity Employer to all qualified applicants, ensuring individuals will not be discriminated against based on any protected classifications.

  
  

  Join a company dedicated to helping people and organizations be more resilient and thrive.

  
  

  Shift:

  8a-4:30p ET Monday-Friday

  
  

  Position Summary

  Remote, permanent, full-time (40-hours per week)

  Please note: The first six weeks of the training schedule require availability during the hours of 9:00 am - 5:30 pm (EST) and during the following 6 weeks of training, availability is necessary from 11:00 am - 7:30 pm (EST).

  
  

  The Response Coordinator is part of a call center team responsible for coordinating nationwide Disruptive Event Management services. The Response Coordinator processes inbound and outbound communications, ensures all referral information is accurately received and documented, and sources R3 Continuum's network of consultants to dispatch to impacted workplaces.

  
  

  Essential Functions (in order of importance)

  • Process inbound/outbound calls and other communications related to the coordination of DEM services
  • Ensure all case information regarding DEM services is accurately received, documented, and communicated in accordance with customer and client specific protocols
  • Identify, qualify, and assign consultants to DEM service requests
  • Review case details, response instructions, and contract terms with assigned consultants; negotiating contract terms when necessary
  • Contact the referral source and confirm with the client the availability of assigned consultants
  • Provide communication with the on-site contact person to coordinate response as needed
  • Recruit qualified consultants from various sources when network resources are not available
  • Discuss reporting methods, terms, and instructions with assigned consultants
  • Receive and submit preliminary reports from assigned consultants to R3c’s database
  • Maintain database files containing customer, client, and consultant information
  • Communicate ongoing and unresolved issues to the team as necessary
  • Monitor group email box to ensure all communications are addressed
  • Receive and document feedback from customers and clients regarding R3c services
  • Coordinate and shape responses for new customers, describe and cross-sell R3c products and services appropriately
  • Remain flexible and available to work in response to potential disasters and/or large-scale disruptive events that can occur at any time

  Other Essential Functions

  • Participates in department and company meetings, as requested
  • Performs other duties as assigned
  • Overtime/Additional Hours – There are times in which overtime/additional hours will be mandatory due to an increase in work and the need to meet turnaround time frames.
  • Flexible Schedule – Based on company need to accommodate 24/7 coverage; including but not limited to weekends, holidays, and on-call rotation, as needed.

  Required Skills/Abilities:

  • Ability to multi-task and adhere to deadlines when faced with multiple interruptions and sometimes stressful situations
  • Can confidently establish priorities based on workload, focusing on attention to detail and accuracy
  • Ability to analyze and problem-solve issues to identify areas of process improvement and increase efficiencies
  • Able to work independently to handle and resolve problems on own, but also know when to collaborate with staff and be a team player
  • Ability to assess the importance and relevance of information and effectively share to the appropriate person
  • Excellent oral and written communication skills to effectively communicate with clients, clinicians, vendors, and staff
  • Basic understanding of R3c services
  • Courteous and professional demeanor while demonstrating enthusiasm and commitment to company vision and mission
  • Ability to maintain confidentiality utilizing HIPAA guidelines
  • Advanced computer skills, including Microsoft Word and Excel and a willingness to learn new software programs

  
  

• About the company

  R3 Continuum provides custom behavioral health solutions for workplace well-being

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