Behavioral Intake Counselor
About The Position
The Behavioral Intake Counselor (BIC) supports the County of San Diego’s 24/7 Access and Crisis Line (ACL), which provides free, confidential access to behavioral health services and crisis intervention for San Diego residents. The role connects callers and chatters to mental health and substance use disorder services by quickly establishing an emotional connection, identifying needs, completing behavioral health screenings—including an adapted ASAM screening—and recognizing and appropriately following up on risk factors. Counselors help determine suitable care options based on screening results and the individual’s preferences. This is a remote position available within the U.S. The counselor must be able to work Pacific Time hours and have a dedicated home workspace. The stated schedule is five 8-hour shifts, Friday through Tuesday, 7:00 a.m.–3:30 p.m. PST; the schedule is determined upon hire, requires evenings and weekends, and may change based on business needs. The role involves managing calls and chats, crisis intervention, clinical documentation, and entering information into the Medi-Cal beneficiary electronic health record. Employees must follow UnitedHealth Group’s Telecommuter Policy.
Requirements
- Master’s degree or doctorate in a human services or behavioral health field.
- At least 2 years of post-graduate behavioral clinical experience, such as psychosocial assessments, individual therapy, substance use disorder treatment, multidisciplinary case consultation, or case management.
- At least 1 year of crisis management experience.
- At least 1 year of experience working with diverse multi-ethnic and socioeconomic populations.
- At least 1 year of experience working with psychological disorders and addictions.
- Bilingual in Spanish and English.
- Ability to work Pacific Time hours and maintain a dedicated work-from-home space.
- Adherence to UnitedHealth Group’s Telecommuter Policy.
- Pass a drug test before beginning employment.
Nice To Haves
- At least 1 year of prior call center experience.
- Willingness and ability to access and enter accurate, relevant clinical information into the Medi-Cal beneficiary electronic health record (EHR).
Responsibilities
- Manage calls coming from the 988 Lifeline.
- Follow applicable laws and ethical requirements, including HIPAA, confidentiality exceptions, abuse reporting, and duty to warn.
- Answer calls and chats within standard service levels.
- Apply sound clinical judgment and consult with clinical professionals when indicated.
- Triage calls and chats based on presenting mental health and/or substance use disorder symptoms.
- Conduct appropriate behavioral health screenings, including suicide, homicide when indicated, and adapted ASAM screenings.
- Provide customized behavioral health referrals.
- Conduct crisis work and ensure safety.
- Document interactions succinctly and clinically in the designated database in accordance with DHCS requirements.
- Access and enter accurate, relevant clinical information into the Medi-Cal beneficiary electronic health record (EHR).
- Meet individual performance goals.
- Troubleshoot technical issues.
- Elevate operational issues and concerns to a supervisor or manager.
- Gain experience training crisis line staff to support adherence to protocols, quality benchmarks, and compliance requirements while strengthening personal crisis-line competency.
- Perform other duties as assigned.
Benefits
- Paid Time Off accrued starting with the first pay period.
- Eight paid holidays.
- Medical plan options.
- Health Spending Account or Health Savings Account participation.
- Dental insurance.
- Vision insurance.
- Life and AD&D insurance.
- Short-term disability coverage.
- Long-term disability coverage.
- 401(k) savings plan.
- Employee Stock Purchase Plan.
- Education reimbursement.
- Employee discounts.
- Employee Assistance Program.
- Employee Referral Bonus Program.
- Voluntary benefits, including pet insurance, legal insurance, and long-term care insurance.
- Performance rewards and incentive and recognition programs.
- Equity stock purchase and 401(k) contribution, subject to eligibility requirements.
- Comprehensive benefits package, subject to eligibility requirements.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
