Call Center Triage Consultant (Remote)

Security Clearance required:
No clearance required
Cognosante is on a mission to transform our country’s healthcare and national security systems. With our health and security-focused solutions, we help public sector organizations achieve the important task of providing the best possible public services to American Citizens. From Enterprise IT, Data Science, and Security Services, to full-scale Consumer Engagement and Interoperability solutions, we are moving government services forward with transformation and innovation. Learn how we are making a difference in people’s lives today!

Job Description
The Triage Consultant is responsible for 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. The Triage Consultant demonstrates an ability to effectively handle and manage high-risk calls with professionalism and in accordance with established protocols. Triage Consultants will maintain the highest degree of sensitivity, compassion, and respect for Service members and their families. This opportunity is contingent upon contract award

Key Responsibilities

Conduct comprehensive professional assessments of users’ needs for core NMC/EAP and work/life services, which can include but are not limited to, non-medical counseling, health and wellness, and other specialty and add-on services.
Meet requirements for and acts 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.
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 other 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.
Deescalate 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).
Demonstrate better than average understanding of military culture and address Service members by their rank, thank Service members and their families for their service, and has excellent empathic listening skills paired with appropriate clinical interventions.
Follow established protocols and completes all annual compliance requirements such as External Certification Authority (ECA) renewal as well as annual training such as Cyber Awareness and PII to ensure access to the CMS system is maintained.

Required Qualifications

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 in counseling, social work, and mental health services
Must be a U.S. Citizen
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
Ability to type 50 wpm
Strong MS Office skills (Word, Excel, PowerPoint)
Comply with all HIPAA Compliance regulations
Ability to obtain a Public Trust clearance

Candidates that do not meet the required qualifications will not be considered.

Additional Minimum Qualifications

Broadband internet connection with a minimum upload speed of 20 Mbps and download speed of 5 Mbps. No Satellite Connections. Test your network at speed.cloudflare.com to verify before you apply.
Ethernet cable access. Wi-Fi-only connectivity is prohibited.
Private and secure workspace within your home. Away from noise and distractions.
Computer equipment, monitor, and headset provided.

Preferred Qualifications

State Licensure to practice independently (LCSW, LPC, LMFT) preferred
Prior experience working with military and/or Veterans populations preferred
Military spouse or family member experience in a military community is highly desirable
Compensation

$49,331.85 – $73,997.78
The pay range for this job is determined by various factors, including but not necessarily limited to location, responsibilities of the job, and alignment with market data. When determining a salary for this role, the following factors may will be taken into consideration – contract-specific affordability, education, knowledge, skills, competencies and experience. The estimate displayed represents the salary range for this position and is just one component of Cognosante’s total compensation package for employees and is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee.’