Triage Consultant

Chenega Corporation; Austin (TX); Remote; USD 41,000 - 58,000; Full time

Benefits offered by this job

100% remote work

Job summary

American Hospital Services Group, LLC is seeking a Remote Triage Consultant to assess participant needs, determine eligibility, and direct referrals to Military OneSource resources. The role emphasizes high-quality customer service in a fully remote setting, with guidance to ensure accurate information and smooth service transitions.

The position requires a Master’s degree in a mental health field, DoD suitability clearance within 30 days, and the ability to work within established triage

Qualifications

• Master’s degree in a mental health related field such as social work, psychology, marriage/family therapy, or counseling.
• Strong customer service and communication skills for a contact center.
• Knowledge of military life and families’ needs.
• Ability to assess participant needs and determine appropriate service pathways.
• Familiarity with contact center operations and performance expectations.

Responsibilities

• Provide 100% remote telework support for Military OneSource contact center operations.
• Assess participant needs, determine eligibility and service scope, and refer or hand-off to appropriate resources.
• Route participants to Non-Medical Counseling, specialty consultants, SECO services, and other authorized resources.
• Document interactions in the Prime system and ensure continuity across hand-offs.
• Maintain professional, participant-focused service and timely, accurate information delivery.

Skills

Customer service

Communication skills

Military life knowledge

Needs assessment

Contact center operations

Education

Master’s degree in mental health field

Job description

Summary

AMERICAN HOSPITAL SERVICES GROUP,LLC.RemoteThe Military OneSource contact center serves as the primary entry point for participant engagement across all program services.

Triage Consultants

play a critical role in assessing participant needs, determining eligibility and scope of services, and facilitating appropriate referrals or warm hand-offs to internal and external service providers. As the first point of contact,

ensure timely, accurate, and consistent delivery of information and access to resources, while maintaining a high standard of customer service and operational efficiency.

Responsibilities

• 100% Remote - TeleworkProvide 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 appropriate referrals or warm hand-offs to internal and external service providers.
• Routing 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 interactionDetermine eligibility and appropriate scope of services based on program guidelinesProvide accurate, current, and program-approved information to participantsFacilitate referrals and warm hand-offs to Military OneSource services, including Non-Medical Counseling, specialty consultants, SECO services, and other authorized resourcesDocument participant interactions and case information in the Prime-designated system of record in accordance with program requirementsEnsure continuity of participant experience by minimizing delays and avoiding repetition of participant information during service transitionsService 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.
• Facilitate referral or warm hand-off to Non-Medical Counseling providers when the participant’s needs are within scope of NMC services.
• Provide appropriate referrals to clinical or emergency services when the participant’s needs exceed the scope of Non-Medical Counseling.
• Assist participants in accessing services through TRICARE, Military Treatment Facilities (MTFs), the Department of Veterans Affairs (VA), or other community-based resources, as applicableIdentify and provide alternative resource options for Guard and Reserve participants who may not have access to TRICARE or other healthcare coverageOther duties as assigned

Qualifications

• Master’s degree from an accredited graduate program in a mental health related field such as social work, psychology, marriage/family therapy, or counseling.
• Successfully pass background and drug screening.
• Knowledge, Skills and Abilities:Possess strong customer service and communication skills appropriate for a contact center environment.
• Knowledge and understanding of military life, including the unique needs of service members and their families.
• Ability to assess participant needs and determine appropriate service pathways.
• Familiarity with contact center operations, including call handling, documentation, and performance expectations.
• Ability to pass a DoD Tier 1 suitability investigation within 30 days of hire.
• Physical Demands:(The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

Teleworking Permitted?

YesTeleworking Details100% RemoteEstimated Salary/WageUp to USD $36.00/Hr.