Remote Triage Consultant - Military Support & Referrals

Zim Directory; Texas; Remote; USD 41,000 - 58,000; Full time

Benefits offered by this job

100% Remote

Job summary

AMERICAN HOSPITAL SERVICES GROUP, LLC is seeking a Triage Consultant for 100% remote operations in Military OneSource. You will handle participant intake, needs assessment, eligibility determination, and referrals to appropriate internal and external resources.

Responsibilities include routing to Non-Medical Counseling, SECO services, and other authorized resources, documenting interactions, and ensuring timely, professional service delivery while adhering to triage protocols and program

Qualifications

• Strong customer service and communication skills for a contact center environment.
• Knowledge of military life and the needs of service members and families.
• Ability to assess participant needs and determine appropriate service pathways.
• Familiarity with contact center operations, including call handling and documentation.
• Ability to pass a DoD Tier 1 suitability investigation within 30 days of hire.

Responsibilities

• Provide Military OneSource contact center operations to support participant intake, needs assessment, information delivery, and referral services.
• Assess participant needs through consultative interaction, determine eligibility and scope of services, and facilitate referrals or warm hand-offs to internal and external service providers.
• Route participants to Non-Medical Counseling providers, specialty consultants, SECO services, and other authorized Military OneSource resources.
• Perform in accordance with established triage protocols, program policies, and performance requirements to deliver consistent, accurate, and timely support to participants.
• Interactions shall be conducted in a professional, participant-focused manner and shall ensure efficient access to appropriate services without unnecessary delay or repetition of participant information.
• Conduct participant intake and assess needs through consultative interaction
• Determine eligibility and appropriate scope of services based on program guidelines
• Provide accurate, current, and program-approved information to participants
• Facilitate referrals and warm hand-offs to Military OneSource services, including Non-Medical Counseling, specialty consultants, SECO services, and other authorized resources
• Document participant interactions and case information in the Prime-designated system of record in accordance with program requirements
• Ensure continuity of participant experience by minimizing delays and avoiding repetition of participant information during service transitions
• Service shall be consultative in nature. Triage Consultants shall not provide clinical assessments, diagnosis, or treatment, and shall not engage in solicitation of any kind.
• Conduct an initial needs assessment through a structured question-and-answer process to determine whether the participant's situation is appropriate for Non-Medical Counseling or requires referral to other services.

Skills

Customer service

Military life knowledge

Needs assessment

Contact center operations

DoD suitability

Education

Master's degree in mental health field

Job description

AMERICAN HOSPITAL SERVICES GROUP, LLC is seeking a Triage Consultant for 100% remote operations in Military OneSource. You will handle participant intake, needs assessment, eligibility determination, and referrals to appropriate internal and external resources.

Responsibilities include routing to Non-Medical Counseling, SECO services, and other authorized resources, documenting interactions, and ensuring timely, professional service delivery while adhering to triage protocols and program