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

Magellan Health • OH

108d • $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, crisis intervention services, and linkage to appropriate resources, including 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 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 and strong customer service skills.
• Ability to provide accurate participant triage assessment.
• Knowledge 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, 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 across organizational lines.
• 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

• Provide telephonic and chat support to participants.
• Conduct participant intake triage and consultation.
• Provide crisis intervention services and linkage to resources.
• Offer specialty consultation related to various personal and family issues.
• Process and coordinate requests for Critical Incident Response services.
• Educate callers regarding EAP benefits and resources.
• Maintain real-time documentation to meet performance expectations.
• Stay current on skills, techniques, and licensure requirements.
• Adhere to contract requirements and company policies.
• Maintain call standards to meet Average Speed of Answer (ASA) requirements.
• Respond to customer website chat and follow up on priority cases.
• Perform other duties as assigned.

Benefits

• Comprehensive health benefits.
• Life insurance.
• Voluntary benefits.
• Short-term incentives.
• 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