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

Magellan Health

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 functioning and increase resiliency. When required, the counselor supports management and provides critical incident response services. Responsibilities include participant intake triage, crisis intervention services, and linkage to appropriate care resources. The counselor may also provide specialty consultations related to various life challenges and processes requests for Critical Incident Response services. Education about EAP benefits and non-medical counseling to eligible participants is also part of the role. The counselor is expected to document interactions in real-time, adhere to contract requirements, maintain call standards, and demonstrate flexibility in job duties and schedule. Additional duties may be assigned as needed.

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 counseling and crisis intervention.
• Effective interaction with internal and external customers.
• Ability to analyze and present issues clearly.
• Experience in managing caseload and documentation.
• Ability to meet productivity targets and quality management expectations.
• Skill in using technology applications.
• Ability to develop effective working relationships.
• Flexibility to adjust to new situations and changing priorities.
• Ability to maintain a positive attitude under stress.

Responsibilities

• Provide telephonic and chat support to participants.
• Conduct triage, assessment, and consultation.
• Link participants to resources for healthy functioning.
• Provide crisis intervention services.
• Offer specialty consultations related to various life challenges.
• Educate callers about EAP benefits.
• Document interactions in real-time.
• Adhere to contract requirements and performance standards.
• Maintain call standards to meet Average Speed of Answer (ASA) requirements.
• Respond to customer website chat as required.
• Follow up on priority cases.

Benefits

• Comprehensive benefits package including health, life, and voluntary benefits.
• Short-term incentives.
• Opportunities for professional growth and development.
• Rewards and recognition programs.

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