Triage Consultant
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Job Description
Remote Triage Consultant supporting military service members and their families by providing necessary assistance and resources. Responsibilities include managing high-risk calls and conducting professional assessments.
Responsibilities:
- Providing assistance, services, resources, referrals, and consultation on various Non-Medical Counseling (NMC)/Employee Assistance Programs (EAP) and work/life issues to military service members and their families.
- Handling and managing high-risk calls with professionalism and in accordance with established protocols.
- Maintain the highest degree of sensitivity, compassion, and respect for service members and their families.
- Conduct comprehensive professional assessments of users’ needs for core NMC/EAP and work/life services.
- Meet requirements for and act as a mentor to new and less experienced triage consultants.
- Ensure all calls are handled according to contractual service standards.
- Act as a clinical Point of Contact (POC) for the supervisors when indicated by business needs.
- Educate participants on specialty program offerings, promote services, and demonstrate knowledge of military culture.
- Assess the needs of the caller to ensure first-call resolution of all presented needs.
- Demonstrate outstanding customer service. De-escalate callers, navigate resources, resolve complex concerns, and assess and take action in crisis situations.
- Identify high-risk cases and respond as indicated under the direction of the supervisor and in accordance with established protocols.
- Perform call follow-up and reporting as assigned.
- Document all cases in the Case Management System (CMS).
Requirements:
- Master’s degree in Social Work, Marriage and Family Therapy, Counseling, or other human services fields required
- Minimum 1-year related post-graduate work experience
- Contact/call center experience preferred due to high call volume.
- Must be a U.S. Citizen
- This position requires the ability to obtain and maintain a federal Public Trust background investigation, which includes criminal history, employment, education, and credit checks.
- Experience in counseling, social work, and mental health services.
- Behavioral health experience preferred
- Knowledge of mandated procedures for child or elder abuse situations
- Familiarity in core service areas of child development, parenting, adoption, education, and service for older adults
- Military spouse or family member experience in a military community is highly desirable
- Ability to type 50 wpm
- Strong MS Office skills (Word, Excel, PowerPoint)
- Comply with all HIPAA Compliance regulations.
Benefits:
- Medical, Dental, Vision, and Life Insurance
- Paid time off
- Paid holidays
- 401K eligibility
- Additional ancillary benefits to support your lifestyle professionally, physically, and financially through our professional development and coaching program.
- Overtime incentive pay is provided for this role when the client requests assistance at specific intervals.
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