Call Center EAP Agent
QTC Management, Inc.
full-time
Posted on:
Location Type: Remote
Location: Texas • United States
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Job Level
About the role
- Provide telephonic and chat-based support in a high-volume, 24/7 contact center environment
- Conduct comprehensive assessments to identify participant needs related to Employee Assistance Program (EAP) and work/life services
- Offer consultation and resource referrals for areas including childcare, parenting, eldercare, education, legal and financial matters, employment concerns, emotional well-being, relationship challenges, short-term problem resolution, health and wellness, and specialty services
- Assess risk, respond to crisis situations, and provide appropriate intervention and de-escalation
- Identify high-risk cases and facilitate referrals to appropriate community or clinical resources
- Accurately document cases in accordance with organizational policies and professional standards
- Conduct follow-up outreach and complete mandated reporting as required
- Research and provide tailored referrals, tools, and educational materials
- Support special projects and additional duties as assigned based on business needs
Requirements
- Master’s degree from an accredited graduate program in a behavioral health–related field (e.g., social work, psychology, marriage and family therapy, counseling, or related discipline)
- Minimum of one year of related professional experience, preferably within an Employee Assistance Program or similar behavioral health setting
- Demonstrated experience in counseling, social work, or mental health services
- Ability to successfully pass all required background investigations and meet credentialing requirements, including verifying licensure, certifications, education, work history, and payer-specific documentation
- Knowledge of mandated reporting requirements related to child and elder abuse
- Ability to maintain a private, secure, and confidential remote workspace with reliable high-speed wired internet access
Benefits
- competitive compensation
- Health and Wellness programs
- Income Protection
- Paid Leave
- Retirement
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 interventionrisk assessmentcase documentationmandated reportingresource referralproblem resolutionbehavioral health assessment
Soft Skills
communicationempathyconflict resolutionorganizational skillsinterpersonal skillsproblem-solvingconfidentialityadaptabilityteam collaborationcustomer service
Certifications
Master’s degree in behavioral healthlicensure in social work or counseling