Pearl Interactive Network, LLC

Triage Consultant

Pearl Interactive Network, LLC

full-time

Posted on:

Location Type: Remote

Location: Alabama • Arizona • United States

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Salary

💰 $37,918 - $52,083 per year

Job Level

Junior

About the role

  • 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).

Requirements

  • Master’s degree in Social Work, Marriage and Family Therapy, Counseling, or other human services fields required
  • Minimum 1-year related post-graduate work experience
  • Contact/call center experience preferred due to high call volume.
  • Must be a U.S. Citizen
  • This position requires the ability to obtain and maintain a federal Public Trust background investigation, which includes criminal history, employment, education, and credit checks.
  • Experience in counseling, social work, and mental health services.
  • Behavioral health experience preferred
  • Knowledge of mandated procedures for child or elder abuse situations
  • Familiarity in core service areas of child development, parenting, adoption, education, and service for older adults
  • Military spouse or family member experience in a military community is highly desirable
  • Ability to type 50 wpm
  • Strong MS Office skills (Word, Excel, PowerPoint)
  • Comply with all HIPAA Compliance regulations.
Benefits
  • Medical, Dental, Vision, and Life Insurance
  • Paid time off
  • Paid holidays
  • 401K eligibility
  • Additional ancillary benefits to support your lifestyle professionally, physically, and financially through our professional development and coaching program.
  • Overtime incentive pay is provided for this role when the client requests assistance at specific intervals.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
counselingsocial workmental health servicescrisis interventioncase managementcall center experiencetyping 50 wpmbehavioral healthchild developmentparenting
Soft Skills
customer servicesensitivitycompassionrespectmentoringcommunicationde-escalationproblem-solvingprofessionalismleadership
Certifications
Master’s degree in Social WorkMarriage and Family TherapyCounseling