Role Description

Pearl Interactive Network is seeking to hire Remote Triage Consultants. The Triage Consultant I (TC I) 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 TC I demonstrates an ability to effectively handle and manage high-risk calls with professionalism and in accordance with established protocols. The TC will maintain the highest degree of sensitivity, compassion, and respect for service members and their families.

Essential Duties and 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 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).
• Demonstrate better than average understanding of military culture and address service members by their rank, thank service member and their families for their service, and has excellent empathic listening skills paired with appropriate clinical interventions.
• Follow established protocols and complete 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.

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.
• 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.

Technical Skill Proficiency Requirements

• Multitask Efficiently: Seamlessly switch between multiple screens or applications to access relevant information quickly.
• Attention to Detail: Carefully review and cross-reference data from different sources to ensure accuracy and consistency.
• Technical Proficiency: Use various software tools, databases, and systems without difficulty, ensuring smooth operation and minimal downtime.
• Information Synthesis: Collect, interpret, and integrate data from multiple sources to make informed decisions or provide accurate responses.
• Time Management: Prioritize tasks effectively to manage time spent on different screens and data sets, ensuring productivity and meeting deadlines.

Technical Equipment and Remote Office Requirements

• Broadband internet connection with a minimum download speed of 25 Mbps and upload speed of 5 Mbps. No Satellite Connections.
• 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.

Physical Requirements

• While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk or hear.
• The employee is regularly required to sit for prolonged periods of time.
• The employee must occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required by the job include close vision, distance vision, depth perception, and the ability to adjust focus.

Operating Hours

• 10 AM - 11:30 PM EST Sun-Sat, Various Shifts Available.

Preferred Locations

• NC, CO, VA, TX, AL, MS, GA, WI, LA, TN, AZ.

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.