Remote Behavioral Health Member Advocate

MaziCTools; United States; Remote; USD 42,000 - 54,000; Full time

Job summary

Evernorth Behavioral Health is seeking a non-clinical Advocate for its inbound call center to support members and providers with mental health and substance use services. You will guide callers to access care, explain benefits, and resolve issues with first-call resolution.

The role requires empathy, active listening, and the ability to work across multiple proprietary systems in a remote, fast-paced environment.

Qualifications

• Bachelor's degree in mental health, psychology or social work preferred; or 2+ years in behavioral health with another degree.
• Customer service experience in a healthcare or behavioral health setting.
• Professional image and superb interpersonal communication skills are essential.
• Strong listening, organizational, and multitasking abilities with comfort using proprietary systems.

Responsibilities

• Use active listening and empathy to triage risk for harm and substance use concerns.
• Coordinate with partners and facilitate handoffs to clinical teams.
• Explain eligibility, provide provider referrals, and outline benefits or authorization requirements.
• Draft and submit authorizations to ensure correct claims processing.
• Follow up on issues with outbound calls when needed.
• Share resources with members and providers via email.
• Submit complaints on behalf of members or providers.
• Solve problems independently to ensure accurate information and first-call resolution.

Skills

Customer service

Interpersonal communication

Active listening

Time management

Multitasking

Typing

PC skills

Independent problem-solving

Education

Bachelor's degree in mental health or psychology/social work

Bachelor's degree in another field + 2+ years behavioral health experience

Job description

Evernorth Behavioral Health is seeking a non-clinical Advocate for its inbound call center to support members and providers with mental health and substance use services. You will guide callers to access care, explain benefits, and resolve issues with first-call resolution.

The role requires empathy, active listening, and the ability to work across multiple proprietary systems in a remote, fast-paced environment.