Crisis & Referral Specialist

Elevance Health; Atlanta (GA); Remote; USD 42,000 - 60,000; Full time

Job summary

Elevance Health is seeking a Crisis & Referral Specialist to screen, assess, train, and provide telephonic intervention/de-escalation for helpline callers using established protocols. You will conduct safety screenings and develop action plans with callers, documenting interactions and coordinating with services.

You will ensure HIPAA/compliance, provide follow-up, and work with partner agencies to optimize resources while delivering compassionate crisis support.

Qualifications

• HS diploma or equivalent; 1 year behavioral health experience or 6 months crisis experience.
• BS/BA degree in mental health or human services strongly preferred with 2 years experience.
• Call center experience preferred.
• Crisis experience preferred.

Responsibilities

• Takes inbound calls, texts and chats from individuals needing support, services, or who may be in crisis.
• Performs safety screenings and assessments to discern presence and acuity of risk to the safety of the individual or others.
• Uses information provided by the caller and obtained during the screenings and assessments to develop a plan of action in collaboration with the individual.
• Completes appropriate, timely, and accurate documentation of interactions.
• Provides linkage follow-up as directed to assure individual accessed services.
• Coordinates with other agencies, organizations and individuals to insure optimal use of resources.
• Ensures compliance with HIPAA, OSHA, and other regulations.

Skills

Crisis intervention

Call center experience

De-escalation techniques

HIPAA compliance

Education

HS diploma or equivalent

BS/BA in mental health or human services (preferred)

Job description

Location: Seeking candidates that reside in the state of Georgia.

Virtual: This role enables associates to work virtually full-time, with the exception of required in-person training sessions, providing maximum flexibility and autonomy. This approach promotes productivity, supports work-life integration, and ensures essential face-to-face onboarding and skill development.

Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless an accommodation is granted as required by law.

Work Schedule: We operate 24 hours a day, 7 days a week, 365 days out of the year. This is a 24-hour call center, we are hiring for all shifts to include weekends and holidays. Training will be conducted Monday-Friday 10:00am-6:30pm EST.

A proud member of the Elevance Health family of companies, Carelon Behavioral Health uses our powerful combination of experience, expertise, dedication and compassion to see what's possible and what's better. Born out of one of the largest healthcare systems organization in the United States, our rich history gives us a unique and valuable perspective on how to solve the most pressing healthcare challenges.

The Crisis & Referral Specialist is responsible for screening, assessing, training, and providing telephonic intervention/de-escalation for helpline callers using established protocols to determine an immediate course of action.

How You Will Make An Impact

• Takes inbound calls, texts and chats from individuals needing support, services, or who may be in crisis.
• Performs safety screenings and assessments to discern presence and acuity of risk to the safety of the individual or others.
• Uses information provided by the caller and obtained during the screenings and assessments to accurately understand the individual's needs and develop a plan of action in collaboration with the individual.
• Completes appropriate, timely, and accurate documentation of interactions in accordance with established criteria.
• Provides linkage follow-up as directed to assure individual accessed services.
• Coordinates with other agencies, organizations and individuals to insure optimal use of resources, services and natural support systems.
• Ensures compliance with all HIPAA, OSHA, and other federal, state, and local regulations.

Minimum Requirements

• Requires a HS diploma or the equivalent and a minimum of 1 year of experience in behavioral health or a minimum of 6 months of direct crisis experience to include screenings and assessments to determine appropriate interventions; or any combination of education and experience which would provide an equivalent background.

Preferred Skills, Capabilities & Experiences

• BS/BA degree in a mental health or other human services field and two years of experience working directly with individuals in need of behavioral health services strongly preferred.
• Call Center experience preferred.
• Crisis experience preferred.