Phone Counselor, Behavioral Health

Job Description:

• Answer inbound customer calls based on department service level goals.
• Communicate with callers and address their concerns in a satisfactory manner.
• Accurately collect and perform data entry of all required caller information, following processes and protocols outlined for the products they support.
• Use professional communication etiquette and listening skills to assist and build rapport with callers.
• Build a safe and trustworthy environment for callers by utilizing both scripted and non-scripted communication methods.
• De-escalate situations involving dissatisfied callers offering assistance and support.
• Utilize and maneuver between different software systems.
• Assist with maintaining accurate and up to date information in all documentation systems.
• Meet specified goals and objectives as assigned by management regularly.
• Always maintain confidentiality of account information.
• Provide exceptional customer service to all callers.
• Escalate any problems that may arise to management.
• Adhere to the prescribed policies and procedures as outlined in the Employee Handbook and the Employee Code of Conduct.
• Adhere to the prescribed policies and procedures as outlined in the Work from Home Requirements and Call Center Guidelines.
• Maintain awareness of and actively participate in the Corporate Compliance Programs.
• Assist with other projects as assigned by management.
• Regular and reliable schedule adherence is required.

Requirements:

• Education: Bachelor’s degree in Psychology, Social Work, or a related field. (Experience will be considered in lieu of education).
• Experience: 2 years previous experience working with case management, crisis intervention, and call centers preferred.
• Skills and Abilities:
• Positive attitude and ability to work well with others.
• Professional, articulate communication style.
• Ability to multi-task in several computer applications while holding a conversation with a client.
• Enjoy working in a fast-paced environment while maintaining a professional attitude.
• Limited restrictions on availability, must be able to work weekends and holidays.
• Excellent interpersonal skills with an orientation towards professionalism and customer service.
• Excellent attention to detail and data entry accuracy required.
• Flexibility to quickly adapt to any new business environment.
• Must be able to work in a remote Team environment.

Benefits:

• Comprehensive Benefits: Multiple levels of medical, dental and vision coverage —tailored benefit options for part-time and PRN employees, and more.
• Financial Protection & PTO: Life, accident, critical illness, hospital indemnity insurance, short- and long-term disability, paid family leave and paid time off.
• Financial & Career Growth: Higher education and certification tuition assistance, loan assistance and 401(k) retirement package and company match.
• Employee Well-being: Mental, physical, and financial wellness programs (free gym memberships, virtual care appointments, mental health services and discount programs).
• Professional Development: Ongoing learning and career advancement opportunities.

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