Call Center

1 month ago

United States Magellan Health Full time
First level of support providing telephonic and chat support to participants through the delivery of triage, assessment, consultation, education, referrals, and non-medical counseling. Provides consultation and linking to resources to restore healthy and productive functioning and increase resiliency. When contractually required, provides support to management and provides critical incident response services.
  • Provides participant intake triage and consultation.
  • Provides crisis intervention services and linkage to resources for the appropriate level of care, including community resources.
  • May provide specialty consultation related to special needs, adoption, elder care, adult disability, education, spouse relocation and transition services, building healthy relationships, becoming a new parent, work life, document translation, and peer-to-peer support.
  • When contractually required, provides telephonic consultation related to Critical Incident Response services, health and wellness presentations, and/or orientations.
  • When contractually required, processes and coordinates requests for Critical Incident Response services, Drug Free Workplace cases, and management referrals.
  • Provides education to callers regarding EAP benefits, including vendor resources, and website features.
  • May provide non-medical counseling to eligible participants.
  • Real time documentation to meet qualitative and quantitative performance expectations.
  • Takes responsibility for own development and stays current on skills, techniques, and licensure requirements needed to better serve members and help Magellan achieve business and operational goals.
  • Adheres to all contract requirements such as qualification, performance standards, meetings, trainings, etc. as well as compliance with team standard operation procedures and company policies.
  • Responsible for maintaining call standards necessary to meet contract Average Speed of Answer (ASA) requirements.
  • Demonstrates flexibility in areas such as job duties and schedule to aid in providing quality customer service and building a high-performance team.
  • Responds to customer website chat as required. Provides follow up to priority cases.
  • All other duties as assigned.

Other Job Requirements

Responsibilities

Master's degree in behavioral health or related field.

Licensure at the independent level.

2+ years of clinical experience after receiving degree.

Sensitively and compassionately responds to participants. Excellent listening skills and strong customer services skills required.

Provide accurate participant triage assessment including level of risk.

Demonstrates knowledge and expertise in solution-focused, problem-solving counseling and crisis intervention.

Interacts effectively at all levels both within the company and with external customers.

Analyze and present issues in a clear, concise, persuasive manner, orally and in writing.

Effectively manages caseload and documentation requirements in accordance with standard operating procedures.

Meets productivity targets and quality management expectations.

Experienced and demonstrates skill in using technology applications.

Develops effective working relationships with peers within and across organizational lines.

Flexible; adjust well to new situations and changing priorities.

Comfortable with ambiguity and stress while handling a variety of assignments.

Maintain a positive, achievement-oriented attitude and consistent in accomplishing expected objectives.

General Job Information

Title

Call Center - Triage Counselor I, Federal Service Center - 10:30am to 7:00pm CST - REMOTE

Grade

24

Work Experience - Required

Behavioral Health, Clinical

Work Experience - Preferred

Education - Required

Master's - Behavioral Health

Education - Preferred

License and Certifications - Required

LCSW - Licensed Clinical Social Worker - Care Mgmt, LMFT - Licensed Marital and Family Therapist - Care Mgmt, LPCC - Licensed Professional Clinical Counselor - Care Mgmt, LPC - Licensed Professional Counselor - Care Mgmt, Must be an independently licensed behavioral health clinician - Care Mgmt

License and Certifications - Preferred

Salary Range

Salary Minimum:

$58,440

Salary Maximum:

$93,500

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law.

This position may be eligible for short-term incentives as well as a comprehensive benefits package. Magellan offers a broad range of health, life, voluntary and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing.

Magellan Health, Inc. is proud to be an Equal Opportunity Employer and a Tobacco-free workplace. EOE/M/F/Vet/Disabled.
Every employee must understand, comply with and attest to the security responsibilities and security controls unique to their position; and comply with all applicable legal, regulatory, and contractual requirements and internal policies and procedures.

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