Licensed Call Center EAP Agent

Leidos QTC Health Services•San Antonio, TX

19h•Remote

About The Position

Do you crave a career that truly makes an impact in people’s lives? Do you thrive on problem-solving and finding solutions? Join a dedicated, tight-knit team that creates an immediate and meaningful impact every day. Leidos QTC Health Services is seeking Licensed Call Center EAP Agents who are responsible for delivering confidential support, consultation, education, and referral services to individuals seeking assistance with behavioral health and work/life concerns. This role provides professional guidance across a broad range of personal and workplace challenges while ensuring high-quality service delivery and adherence to established standards.

Requirements

Master’s degree from an accredited graduate program in a behavioral health–related field (e.g., social work, psychology, marriage and family therapy, counseling, or related discipline).
Current, valid, and unrestricted counseling license or certification that authorizes independent practice within the applicable jurisdiction.
Minimum of one year of related professional experience, preferably within an Employee Assistance Program or similar behavioral health setting.
Demonstrated experience in counseling, social work, or mental health services.
Ability to successfully pass all required background investigations and meet credentialing requirements, including verifying licensure, certifications, education, work history, and payer-specific documentation.
Knowledge of mandated reporting requirements related to child and elder abuse.
Ability to maintain a private, secure, and confidential remote workspace with reliable high-speed wired internet access.

Nice To Haves

Strong customer service and communication skills.
Strong typing, electronic documentation, and research skills.
Proficiency with Microsoft Office applications and web-based research tools.
Ability to navigate multiple systems simultaneously while engaging with participants.

Responsibilities

Provide telephonic and chat-based support in a high-volume, 24/7 contact center environment.
Conduct comprehensive assessments to identify participant needs related to Employee Assistance Program (EAP) and work/life services.
Offer consultation and resource referrals for areas including childcare, parenting, eldercare, education, legal and financial matters, employment concerns, emotional well-being, relationship challenges, short-term problem resolution, health and wellness, and specialty services.
Assess risk, respond to crisis situations, and provide appropriate intervention and de-escalation.
Identify high-risk cases and facilitate referrals to appropriate community or clinical resources.
Accurately document cases in accordance with organizational policies and professional standards.
Conduct follow-up outreach and complete mandated reporting as required.
Research and provide tailored referrals, tools, and educational materials.
Support special projects and additional duties as assigned based on business needs.