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

Magellan Health • OH

89d • $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 provides support to management and critical incident response services. Responsibilities include participant intake triage and consultation, crisis intervention services, and linkage to appropriate resources. The counselor may also provide specialty consultation related to various topics such as special needs, adoption, elder care, and more. 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.
• Knowledge and expertise in solution-focused counseling and crisis intervention.
• Effective interaction at all levels within the company and with external customers.
• Ability to analyze and present issues clearly, both orally and in writing.
• Experience in managing caseload and documentation requirements.
• Ability to meet productivity targets and quality management expectations.
• Skill in using technology applications.
• Ability to develop effective working relationships with peers.
• Flexibility to adjust to new situations and changing priorities.
• Comfortable with ambiguity and stress while handling various assignments.
• Maintain a positive, achievement-oriented attitude.

Responsibilities

• Provides telephonic and chat support to participants.
• Conducts participant intake triage and consultation.
• Provides crisis intervention services and linkage to resources.
• May provide specialty consultation related to various topics.
• Processes and coordinates requests for Critical Incident Response services.
• Educates callers regarding EAP benefits.
• Maintains call standards to meet contract Average Speed of Answer (ASA) requirements.
• Documents interactions in real time to meet performance expectations.
• Demonstrates flexibility in job duties and schedule.
• Responds to customer website chat as required.
• Fulfills 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