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 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, adult disability, education, spouse relocation, and building healthy relationships. Additionally, the counselor will provide telephonic consultation related to Critical Incident Response services and health and wellness presentations when required. The role requires real-time documentation to meet performance expectations and adherence to contract requirements, including maintaining call standards necessary to meet Average Speed of Answer (ASA) requirements. Flexibility in job duties and schedule is essential to provide quality customer service and build a high-performance team.

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.
• Effective management of caseload and documentation requirements.
• Ability to meet productivity targets and quality management expectations.
• Experience 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 and vendor resources.
• May provide non-medical counseling to eligible participants.
• Maintains real-time documentation to meet performance expectations.
• Adheres to contract requirements and compliance with company policies.
• Maintains call standards to meet contract Average Speed of Answer (ASA) requirements.
• Demonstrates flexibility in job duties and schedule.
• Responds to customer website chat as required.
• Provides follow-up to priority cases.
• Performs 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