Client Care Counsellor

LifeWorks; Nashville (TN); Remote; USD 45,000 - 75,000; Full time

Job summary

An established industry player in health and well-being is seeking a dedicated Client Care Counsellor to provide essential support to clients in urgent situations. This role involves managing crisis calls, assessing client needs, and delivering effective counseling through phone and chat. The ideal candidate will possess a Clinical Master’s Degree and demonstrate strong risk assessment skills, empathy, and professionalism. This innovative firm offers a fully remote work environment, comprehensive benefits from day one, and a culture that values diversity and inclusion. Join a purpose-driven team committed to improving lives through technology and exceptional care.

Benefits

Fully remote work

All tech equipment provided

Group insurance plan from day one

Generous vacation policy

Paid professional development days

Clinical supervision available

Flexible scheduling

Qualifications

• Master's degree in a clinical field is essential for this role.
• Bilingual in Spanish is a valuable asset for communication.

Responsibilities

• Manage crisis situations through telephone or chat interventions.
• Assess client needs and provide immediate counseling support.

Skills

Risk Assessment

Crisis Counseling

Clinical Judgment

Empathy

Listening Skills

Bilingual in Spanish

Computer Skills

Adaptability

Professionalism

Education

Clinical Master’s Degree in Social Work, Counseling, Psychology, or related field

Tools

Microsoft Office

Job description

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.

Client Care Counsellor

Full Time, Permanent

Remote anywhere in the USA

A Client Care Counsellor manages clients facing urgent or crisis situations requiring immediate attention via telephone or chat modalities. Taking care of our clients means evaluating needs, assessing risks, crisis containment, assisting in single sessions and providing necessary resources to resolve challenges.

Responsibilities:

• Provide management consultation and/or telephone crisis counseling/interventions to callers and family members who are calling through their company's EFAP
• Provide immediate information and support to the caller requesting a trauma or other workplace intervention
• Respond to warm transfers of clients who request to speak to a Counselor upon their initial call for services
• Identify the present problem and determine appropriate service response level as per case response level standards
• Assess client’s needs and provide telephone counseling when the client is not prepared to accept a referral, or book an appointment with a Counselor
• Provide consultation to callers who are requesting an Assisted Referral for an employee for an EAP assessment

Succeeding as a Bilingual Client Care Counsellor will require the following core qualifications and skills:

• Completed a Clinical Master’s Degree in either Social Work, Sexology, Clinical Counseling, Clinical Psychology or another clinical field of study
• Bilingual in Spanish an asset
• Strong risk assessment skills with regards to Child Welfare/Safety concerns, Suicide/Self-Harm, Substance Abuse etc.; Good clinical judgement and understanding of your responsibilities regarding confidentiality
• Strong work ethic and professionalism; Abilities to work over the phone and through chats
• Strong computer skills and mastering current software and applications (such as Microsoft Office)
• Ability to adapt to both the ever-changing client and organizational needs
• Ability to work in a fast-paced environment and to multi-task when needed
• Strong empathy and listening skills
• Flexibility to work shifts, weekends, evenings etc. as per business needs

Perks:

• Working fully remote from your home
• All tech equipment provided
• Group insurance plan as of first day of employment
• Generous vacation policy
• Paid professional development days, wellbeing days and more
• Clinical supervision available
• Flexible scheduling to start

A bit about us:

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

TELUS Health is an Equal Opportunity Employer that aims to foster an inclusive culture that embraces diversity. It is our policy to hire without regard to race, color, creed, religion, national origin, citizenship status, sex, marital status, age, disability, sexual orientation or veteran status. We offer accommodation for applicants with disabilities, as required, during the recruitment process.

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.