Behavioral Intake Counselor

UnitedHealth Group•San Diego, CA

7d•$24 - $43•Remote

About The Position

The Behavioral Intake Counselor (BIC) serves on 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 supports access to mental health and substance use disorder treatment services. Counselors establish an emotional connection with callers or chatters, identify needs, conduct behavioral health screenings—including an adapted ASAM screening—recognize and follow up on risk factors, and link people to an appropriate level and type of care based on screening results and the individual’s preferences. The position follows a four-day schedule, Sunday through Wednesday, 8:00 a.m.–6:30 p.m. Pacific Time. Initial training lasts one month and is typically Monday through Friday, 7:00 a.m.–4:30 p.m., depending on trainer availability. Candidates must be available for both schedules; the schedules are not flexible. The role may be performed remotely from anywhere within the United States, subject to UnitedHealth Group’s Telecommuter Policy.

Requirements

Master’s degree or doctorate in a human services field such as Psychology or Sociology, or equivalent.
If registered with a licensing entity such as the Board of Behavioral Science, must have cleared status, with no probation or pending corrective actions.
At least 2 years of post-graduate-degree experience providing direct clinical services, including psychosocial assessments, individual therapy, substance use disorder drug/alcohol treatment, multidisciplinary case consultation, case management, developing treatment plans with short- and long-term goals, maintaining confidential files, in-service training, and discharge planning.
At least 1 year of experience responding to individuals in crisis using de-escalation strategies, motivational interviewing, and empathetic, trauma-informed care.
At least 1 year of experience working with diverse multi-ethnic and socioeconomic populations and a range of psychological disorders and addictions.
Ability to access and enter accurate, relevant clinical information into a Medi-Cal beneficiary electronic health record (EHR).
Bilingual in Spanish and English.
Availability for both the specified initial training schedule and regular working schedule; the schedules are not flexible.
Telecommuters must adhere to UnitedHealth Group’s Telecommuter Policy.
Must pass a drug test before beginning employment.

Nice To Haves

At least 1 year of prior call center experience.

Responsibilities

Adhere to 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 screening, homicide screening when indicated, and adapted ASAM screening.
Provide customized behavioral health referrals.
Conduct crisis work and ensure safety.
Document interactions succinctly and clinically in the designated database in accordance with Department of Health Clinical Service 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 established protocols, quality benchmarks, and compliance requirements while strengthening personal competency on the crisis line.
Perform other duties as assigned.