Overnight Resource & Referral Specialist

Elevance Health; Boston (MA); Remote; USD 33,000 - 57,000; Full time

Job summary

Elevance Health is seeking a Resource and Referral Specialist to support the Massachusetts Behavioral Health Help Line. The role involves screening, de‑escalation, and telephonic interventions for individuals in crisis, following established protocols to determine immediate action.

It’s a nationwide network with 24/7 coverage and mandatory in‑person training sessions. Applicants should have a HS diploma with at least 1 year in behavioral health or 6 months crisis experience; bilingual candidates

Qualifications

• HS diploma or equivalent required; minimum 1 year of behavioral health experience or 6 months crisis experience.
• BS/BA in mental health or human services and 2 years direct experience preferred.
• Bilingual candidates preferred.

Responsibilities

• Take inbound calls, texts and chats from helpline users in crisis.
• Perform safety screenings and assess risk to determine intervention.
• Develop action plans with individuals and coordinate with services.
• Document interactions accurately and timely per guidelines.
• Provide follow‑ups to ensure service access and continuity.
• Coordinate with agencies to optimize resources and supports.

Skills

Crisis intervention

Safety screenings

Documentation

Call center experience (preferred)

Bilingual candidates preferred

Education

HS diploma or equivalent

BS/BA in mental health or human services

Job description

Location: Candidates must reside in one of the following states to be considered : MASSACHUSETTS, NEW HAMPSHIRE, CONNECTICUT, RHODE ISLAND OR NEW YORK.

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.

We are looking for candidates to work on the new Massachusetts Behavioral Health Help Line with knowledge of behavioral health social services and insurance systems, and a deep understanding of the factors that impact a person’s experiences in the mental health system, including but not limited to, race, ethnicity, gender identity, sexual orientation, language proficiency, religion, disability status, socioeconomic status, criminogenic risk, and history of trauma.

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.

Among us are specialty‑care physicians, nurse practitioners, pharmacists, engineers, data scientists, and other dedicated and caring health professionals. While our roles may differ, our purpose is shared: to make a positive impact on whole health.

The Resource and Referral Specialist will be responsible for screening, assessing, training, and providing telephonic intervention/de‑escalation for helpline callers using established protocols to determine an immediate course of action. It is a nationwide network.

We operate 24 hours a day, 7 days a week, 365 days out of the year. This is a 24‑hour call center, open 365 days, with varied 1st, 2nd, and 3rd shifts to include weekends. Training is Monday‑Friday 10am‑6pm EST.

How You Will Make An Impact

• For the MA Behavioral Health Helpline, takes inbound calls, texts and chats 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 And 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.
• Suicide and/or Crisis line support experience preferred.
• Bilingual Candidates preferred.

For candidates working in person or virtually in the below location(s), the salary* range for this specific position is $24.27/hr to $41.60/hr.

Location: New York, Connecticut, and Massachusetts

In addition to your salary, Elevance Health offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). The salary offered for this specific position is based on a number of legitimate, non‑discriminatory factors set by the Company. The Company is fully committed to ensuring equal pay opportunities for equal work regardless of gender, race, or any other category protected by federal, state, and local pay equity laws.

• The salary range is the range Elevance Health in good faith believes is the range of possible compensation for this role at the time of this posting. This range may be modified in the future and actual compensation may vary from posting based on geographic location, work experience, education and/or skill level. Even within the range, the actual compensation will vary depending on the above factors as well as market/business considerations. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company’s sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

Please be advised that Elevance Health only accepts resumes for compensation from agencies that have a signed agreement with Elevance Health. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Elevance Health.

Who We Are

Elevance Health is a health company dedicated to improving lives and communities – and making healthcare simpler. We are a Fortune 25 company with a longstanding history in the healthcare industry, looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve.

How We Work

At Elevance Health, we are creating a culture that is designed to advance our strategy but will also lead to personal and professional growth for our associates. Our values and behaviors are the root of our culture. They are how we achieve our strategy, power our business outcomes and drive our shared success – for our consumers, our associates, our communities and our business.

We offer a range of market‑competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.

Elevance Health operates in a Hybrid Workforce Strategy. Unless specified as primarily virtual by the hiring manager, associates are required to work at an Elevance Health location at least once per week, and potentially several times per week. Specific requirements and expectations for time onsite will be discussed as part of the hiring process.

The health of our associates and communities is a top priority for Elevance Health. We require all new candidates in certain patient/member‑facing roles to become vaccinated against COVID‑19 and Influenza. If you are not vaccinated, your offer will be rescinded unless you provide an acceptable explanation. Elevance Health will also follow all relevant federal, state and local laws.

Elevance Health is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws. Applicants who require accommodation to participate in the job application process should submit the Accessibility Accommodation Request Form and a member of the team will be in contact.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws, including, but not limited to, the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act.

Prospective employees required to be screened under Florida law should review the education and awareness resources at HB531 | Florida Agency for Health Care Administration.