Remote Call Center Triage Counselor (EAP)

FailSafe Communications; Reston (VA); Híbrido; USD 52 000 - 78 000; Tempo integral

Resumo da oferta

Leidos Health and Services Sector is seeking a Call Center Triage Consultant I to work remotely within the United States. The role supports the Military OneSource program, delivering information, referrals, and counseling to service members and families across EAP and work‑life domains.

The position emphasizes crisis assessment, confidentiality, and coordination across systems. Requires a Master’s in behavioral health and 1+ year of relevant experience; citizenship is required.

Qualificações

• Master’s degree in a behavioral health field is required.
• Minimum of one year of related professional experience, preferably within an EAP or similar setting.
• Demonstrated experience in counseling, social work, or mental health services.
• Knowledge of mandated reporting procedures and related requirements.
• Strong customer service and call center operations knowledge.
• Understanding of military lifestyle and culture.
• Strong typing and documentation skills.
• Proficiency with Microsoft Office and electronic documentation systems.
• Ability to navigate multiple systems while providing telephonic support.
• U.S. citizenship are required.

Responsabilidades

• Respond to high-volume calls and chats in a 24/7 Call Center environment.
• Conduct comprehensive assessments across EAP and work-life domains.
• Provide guidance, information, referrals, and expert consultation to members and families.
• Assess and manage crisis situations and high-risk cases.
• Coordinate resources to resolve participant concerns and ensure service delivery.
• Perform follow-up contacts and mandated reporting as required.
• Document all interactions accurately in electronic case management systems.
• Research and provide referrals and supplemental materials.

Conhecimentos

Customer service

Call center operations

Confidentiality

Military lifestyle knowledge

Typing skills

Microsoft Office proficiency

Electronic documentation

Multitasking

Communication skills

Problem solving

Formação académica

Master’s degree in behavioral health

Ferramentas

Case management software

Web-based research tools

Descrição da oferta de emprego

Leidos Health and Services Sector is seeking a Call Center Triage Consultant I to work remotely within the United States. The role supports the Military OneSource program, delivering information, referrals, and counseling to service members and families across EAP and work‑life domains.

The position emphasizes crisis assessment, confidentiality, and coordination across systems. Requires a Master’s in behavioral health and 1+ year of relevant experience; citizenship is required.