Call Center Triage Consultant

. Respond to high-volume telephonic and chat contacts in a 24/7 Call Center environment while meeting contractual performance standards.

Posted 4/30/2026full-timeRemote • 🇺🇸 United StatesJunior💰 $52,000 - $94,000 per yearWebsite

Key responsibilities & impact

Respond to high-volume telephonic and chat contacts in a 24/7 Call Center environment while meeting contractual performance standards.
Conduct comprehensive assessments of participant needs across Employee Assistance Program (EAP) and work-life domains.
Provide assistance, education, information, referrals, and expert consultation to military members and their families.
Assess and manage crisis situations, identify high-risk cases, de-escalate effectively, and initiate appropriate referrals and interventions.
Navigate and coordinate resources to resolve participant concerns and ensure seamless service delivery.
Perform follow-up contacts and complete mandated reporting in accordance with legal and program requirements.
Document all member interactions accurately in electronic case management systems in compliance with program guidelines.
Research and provide appropriate referrals and supplemental resource materials tailored to participant needs.

What you’ll need

Master’s degree from an accredited graduate program in a behavioral health-related field such as Social Work, Psychology, Marriage and Family Therapy, or Counseling.
Minimum of one year of related professional experience, preferably within an Employee Assistance Program (EAP) or similar setting.
Knowledge of mandated reporting procedures, including child and elder abuse requirements.
Strong typing skills and proficiency in electronic documentation and web-based research.
Proficiency in Microsoft Office applications including Word, Outlook, and Excel, as well as electronic documentation systems.
U.S. citizenship and fluency in English required.
Ability to successfully pass criminal history, fingerprint background checks, and credential verification required.

Comp & perks

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

crisis managementassessmentde-escalationreferralelectronic documentationweb-based researchmandated reportingtyping skillscase management

Soft Skills

communicationproblem-solvinginterpersonal skillsorganizational skillsconsultation

Certifications

Master’s degree in behavioral health-related field