Behavioral Health Member Advocate
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Job Description
Behavioral health member advocate supporting Evernorth members and providers seeking mental health and substance use services. Handling intake, benefits, referrals, scheduling, and clinical-team handoffs through inbound calls.
Responsibilities:
- Take back-to-back phone calls from members and providers, with calls lasting about 8–10 minutes
- Triage and conduct intake for risk of harm and substance use concerns
- Communicate eligibility and quote benefits
- Assist with scheduling appointments and providing referrals
- Advise on authorization requirements
- Use resources and independent judgment to provide accurate information, exceptional service, and first-call resolution
- Collaborate with matrix partners
- Coordinate seamless handoffs to clinical teams for timely support
- Navigate multiple systems and applications across multiple screens, sometimes up to nine programs at once
Requirements:
- Bachelor’s degree in psychology, social work, or a related field, or bachelor’s degree in another field plus 2+ years of behavioral health experience
- Customer service experience
- Strong time management and multitasking abilities
- Proficiency with typing and PC usage
- Must remain at the workstation while handling calls from a phone queue
- Must work a structured 8-hour shift between 7:00 AM and 7:00 PM CST
- Training schedule: Monday–Friday, 8:30 AM–5:00 PM CST
- For home work, cable broadband or fiber optic internet service with at least 10Mbps download and 5Mbps upload
Benefits:
- Annual bonus plan eligibility
- Medical insurance
- Vision insurance
- Dental insurance
- Well-being and behavioral health programs
- 401(k)
- Company-paid life insurance
- Tuition reimbursement
- Minimum of 18 days of paid time off per year
- Paid holidays
- Leaves of absence
- Cable broadband or fiber optic internet service requirement for home work (minimum 10Mbps download/5Mbps upload)
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