Mental Health Coach
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Job Description
Mental Health Coach providing one-on-one telephonic coaching for DHA’s inTransition psychological healthcare program. Supporting service members and veterans through provider transitions, crisis counseling, and care engagement.
Responsibilities:
- Provide specialized, telephonic, one-on-one coaching to facilitate callers’ transitions between psychological health care providers or initiation of psychological health care treatment
- Encourage continued engagement with psychological health care and participation in care seeking and maintenance
- Use motivational interviewing, barrier identification, task planning, information sharing, and caller education during regular telephonic contacts
- Use de-escalation techniques when necessary to ensure a positive provider experience
- Maintain accurate documentation of interactions to inform future support strategies
- Stay updated on platform features and product changes to provide accurate support
- Identify, track, report, and resolve calls and issues in a timely manner
- Maintain comprehensive tracking and documentation of identified issues through completion
- Perform other duties commensurate with education and experience
- Maintain regular and reliable attendance
- Work within a standard remote environment using a computer and potentially a headset
Requirements:
- Actively Licensed Mental Health Professional in social work, psychology, marriage and family therapy, or behavioral health counseling
- Master’s Degree
- At least 3 years’ experience delivering face-to-face health care
- Demonstrated clinical experience in triage, care management, motivational interviewing, and crisis counseling
- U.S. Citizen
- Able to receive a favorable interim and adjudicated final Department of Defense (DoD) background investigation
- Technologically literate and experienced navigating multiple screens or web browsers simultaneously
- Proven ability to work independently in a remote work environment
- Fluent in English, oral and written
- Proficient data entry skills
- Ability to resolve complex problems involving concepts, policies, and procedures
- Excellent communication skills and ability to explain complex issues clearly
- Ability to de-escalate situations and deliver customer service under pressure
- Ability to use motivational interviewing techniques
- Ability to solve problems through systematic analysis and sound judgment
- Ability to understand and resolve crisis and potentially abusive calls effectively
- Ability to organize people or tasks, adjust to priorities, and learn systems within time constraints
- Detail-oriented
- Ability to prioritize and manage actions amid changing deadlines and requirements in a high-volume, high-stress environment
- Ability to manage complex information, communicate it clearly, and draw sound conclusions
- Critical thinking and self-initiative
- Ability to function in a fast-paced environment with multiple simultaneous activities
- Customer-focused behavior, listening skills, professionalism, patience, respect, and empathy
- Resiliency and flexibility when adapting to varied situations and individuals
- Ability to control call pace and flow and manage call time effectively
- Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, internet, and other departmental software
- Ability to follow established policies and procedures
- Ability to cover any work shift as required
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