Triage Counselor I, Federal Service Center, M-F 10:30-7PM

Magellan Health • OH

102d • $58,440 - $93,500

About The Position

The Triage Counselor I position involves providing telephonic and chat support to participants through triage, assessment, consultation, education, referrals, and non-medical counseling. The role includes consultation and linking to resources to restore healthy and productive functioning and increase resiliency. When contractually required, the counselor will support management and provide critical incident response services. Responsibilities include participant intake triage and consultation, crisis intervention services, and linkage to appropriate community resources. The counselor may also provide specialty consultation related to various topics such as special needs, adoption, elder care, and work-life balance. Additionally, the role involves processing requests for Critical Incident Response services and educating callers about EAP benefits. The counselor is expected to maintain call standards, demonstrate flexibility in job duties, and adhere to all contract requirements and company policies.

Requirements

• Master's degree in behavioral health or related field.
• Licensure at the independent level.
• 2+ years of clinical experience after receiving degree.
• Excellent listening skills and strong customer service skills.
• Ability to provide accurate participant triage assessment including level of risk.
• Demonstrates knowledge and expertise in solution-focused, problem-solving counseling and crisis intervention.
• Effective interaction at all levels within the company and with external customers.
• Ability to analyze and present issues clearly, concisely, and persuasively.
• Effective management of caseload and documentation requirements.
• Meets productivity targets and quality management expectations.
• Experienced in using technology applications.
• Develops effective working relationships with peers.
• Flexible and able to adjust to new situations and changing priorities.
• Comfortable with ambiguity and stress while handling various assignments.
• Maintains a positive, achievement-oriented attitude.

Responsibilities

• Provides telephonic and chat support to participants through triage, assessment, consultation, education, referrals, and non-medical counseling.
• Provides participant intake triage and consultation.
• Provides crisis intervention services and linkage to resources for the appropriate level of care.
• May provide specialty consultation related to special needs, adoption, elder care, adult disability, education, spouse relocation, and transition services.
• Provides telephonic consultation related to Critical Incident Response services when contractually required.
• Processes and coordinates requests for Critical Incident Response services, Drug Free Workplace cases, and management referrals.
• Educates callers regarding EAP benefits, including vendor resources and website features.
• May provide non-medical counseling to eligible participants.
• Maintains real-time documentation to meet performance expectations.
• Takes responsibility for own development and stays current on skills and licensure requirements.
• Adheres to all contract requirements and compliance with team standard operating procedures.
• Maintains call standards necessary to meet contract Average Speed of Answer (ASA) requirements.
• Demonstrates flexibility in job duties and schedule to provide quality customer service.
• Responds to customer website chat as required and provides follow-up to priority cases.
• Performs all other duties as assigned.

Benefits

• Comprehensive benefits package including health, life, and voluntary benefits.
• Short-term incentives may be available.
• Perks that enhance physical, mental, emotional, and financial wellbeing.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Master's degree
• Number of Employees: 5,001-10,000 employees