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.- Demonstrates ability to communicate effectively (both oral and written).- 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 Apply tot his job