Note: The job is a remote job and is open to candidates in USA. Chenega Corporation, through American Hospital Services Group, LLC, operates the Military OneSource contact center as a primary entry point for participant engagement across program services. The Triage Consultant assesses participant needs and eligibility, provides approved information, documents interactions, and facilitates referrals or warm hand-offs to appropriate military, clinical, and community resources.
Responsibilities
- Provide Military OneSource contact center operations to support participant intake, needs assessment, information delivery, and referral services
- Assess participant needs through consultative interaction, determine eligibility and scope of services, and facilitate appropriate referrals or warm hand-offs to internal and external service providers
- Routing participants to Non-Medical Counseling providers, specialty consultants, SECO services, and other authorized Military OneSource resources
- Perform in accordance with established triage protocols, program policies, and performance requirements to deliver consistent, accurate, and timely support to participants
- Interactions shall be conducted in a professional, participant-focused manner and shall ensure efficient access to appropriate services without unnecessary delay or repetition of participant information
- Conduct participant intake and assess needs through consultative interaction
- Determine eligibility and appropriate scope of services based on program guidelines
- Provide accurate, current, and program-approved information to participants
- Facilitate referrals and warm hand-offs to Military OneSource services, including Non-Medical Counseling, specialty consultants, SECO services, and other authorized resources
- Document participant interactions and case information in the Prime-designated system of record in accordance with program requirements
- Ensure continuity of participant experience by minimizing delays and avoiding repetition of participant information during service transitions
- Service shall be consultative in nature. Triage Consultants shall not provide clinical assessments, diagnosis, or treatment, and shall not engage in solicitation of any kind
- Conduct an initial needs assessment through a structured question-and-answer process to determine whether the participant’s situation is appropriate for Non-Medical Counseling or requires referral to other services. Facilitate referral or warm hand-off to Non-Medical Counseling providers when the participant’s needs are within scope of NMC services
- Provide appropriate referrals to clinical or emergency services when the participant’s needs exceed the scope of Non-Medical Counseling
- Assist participants in accessing services through TRICARE, Military Treatment Facilities (MTFs), the Department of Veterans Affairs (VA), or other community-based resources, as applicable
- Identify and provide alternative resource options for Guard and Reserve participants who may not have access to TRICARE or other healthcare coverage
- Other duties as assigned
Skills
- Master's degree from an accredited graduate program in a mental health related field such as social work, psychology, marriage/family therapy, or counseling
- Possess strong customer service and communication skills appropriate for a contact center environment
- Knowledge and understanding of military life, including the unique needs of service members and their families
- Ability to assess participant needs and determine appropriate service pathways
- Familiarity with contact center operations, including call handling, documentation, and performance expectations
- Ability to pass a DoD Tier 1 suitability investigation within 30 days of hire
- While performing the duties of this Job, the employee is regularly required to sit and talk or hear
- The employee may use repeated motions that include the arms, wrists, hands and/or fingers
- The employee is occasionally required to walk, stand, climb, balance, stoop, kneel, crouch, or crawl
- The employee must occasionally lift and/or move up to 25 pounds
- Specific vision abilities required by this job include close vision
Benefits
- 100% Remote
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