Mental Health Coach
About The Position
The inTransition Mental Health Coach provides specialized, one-on-one telephone coaching through the Defense Health Agency inTransition program. The program assists transitioning service members and veterans who are receiving psychological health care and want to continue care at a new destination or with a new provider, as well as people seeking to initiate psychological health care for the first time. It serves Active-Duty, Reserve Component, National Guard, Coast Guard, and veteran populations and their families. Coaches use motivational interviewing, barrier identification, task planning, information-sharing, and regular telephone contact—weekly or at the caller’s preference—to support continuity of care and encourage callers’ participation in seeking and maintaining care. The role requires accurate and comprehensive documentation and tracking of calls and issues through resolution, timely issue reporting and follow-up, and the use of de-escalation techniques when needed. The coach must maintain regular and reliable attendance and may perform other duties commensurate with education and experience. This is a remote role in a standard remote work environment. It involves extensive computer use, prolonged sitting, and possibly wearing a headset. The coach must be able to cover any work shift as required.
Requirements
- Active license as a mental health professional in social work, psychology, marriage and family therapy, or behavioral health counseling.
- Master’s degree.
- At least 3 years of experience delivering face-to-face health care, with demonstrated clinical experience in triage, care management, motivational interviewing, and crisis counseling.
- U.S. citizenship.
- Ability to receive a favorable interim and adjudicated final Department of Defense background investigation.
- Technological literacy and experience navigating multiple screens or web browsers at once.
- Proven ability to work independently in a remote work environment.
- Fluent English communication skills, oral and written.
- Proficient data-entry skills and ability to resolve problems involving complex concepts, policies, and procedures.
- Ability to explain complex issues clearly, de-escalate situations, and deliver customer service under pressure.
- Ability to use motivational interviewing techniques in coaching and interviewing situations.
- Ability to analyze processes systematically, use sound judgment, and understand relevant issues.
- Ability to handle and resolve crisis and potentially abusive calls effectively.
- Ability to organize people or tasks, adjust priorities, and learn systems within time constraints and available resources; detail-oriented.
- Ability to prioritize and manage actions to meet 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, focus on outcome-relevant priorities, and ability to complete tasks and find resources without direction.
- Ability to function in a fast-paced environment with multiple simultaneous activities while maintaining focus and control of workflow.
- Customer-focused, helpful approach, including listening skills, professionalism, patience, respect, and empathy for service members, veterans, and others.
- Resilience and flexibility when adapting to different situations and individuals; ability to manage call flow and time effectively.
- Ability to work in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the internet, and other departmental software applications.
- Ability to follow established policies and procedures and maintain high motivation.
Nice To Haves
- Prior experience supporting DHA, DoD, or VA healthcare programs.
- Familiarity with behavioral health coaching models or case management practices.
Responsibilities
- Provide specialized, one-on-one telephone coaching to support transitions between psychological health care providers or initiation of psychological health care treatment.
- Encourage continued engagement with psychological health care and callers’ participation in their own care seeking and maintenance.
- Use motivational interviewing, identify barriers, support task planning, convey information, and educate callers through regular telephone contact.
- 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 as assigned that are commensurate with education and experience.
- Maintain regular and reliable attendance.
- Cover any work shift as required.
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What This Job Offers
Job Type
Full-time
