Pearl Interactive Network, LLC

Consultant

• Providing assistance, services, resources, referrals, and consultation on various Non-Medical Counseling (NMC)/Employee Assistance Programs (EAP) and work/life issues to military service members and their families.
• Handling and managing high-risk calls with professionalism and in accordance with established protocols.
• Maintain the highest degree of sensitivity, compassion, and respect for service members and their families.
• Conduct comprehensive professional assessments of users’ needs for core NMC/EAP and work/life services.
• Meet requirements for and act as a mentor to new and less experienced triage consultants.
• Ensure all calls are handled according to contractual service standards.
• Act as a clinical Point of Contact (POC) for the supervisors when indicated by business needs.
• Educate participants on specialty program offerings, promote services, and demonstrate knowledge of military culture.
• Assess the needs of the caller to ensure first-call resolution of all presented needs.
• Demonstrate outstanding customer service. De-escalate callers, navigate resources, resolve complex concerns, and assess and take action in crisis situations.
• Identify high-risk cases and respond as indicated under the direction of the supervisor and in accordance with established protocols.
• Perform call follow-up and reporting as assigned.
• Document all cases in the Case Management System (CMS).

Triage Consultant