Triage Consultant

AMERICAN HOSPITAL SERVICES GROUP LLC.

REMOTE

2nd Shift

The Military OneSource contact center serves as the primary entry point for participant engagement across all program services. Triage Consultants play a critical role in assessing participant needs, determining eligibility and scope of services, and facilitating appropriate referrals or warm hand-offs to internal and external service providers. As the first point of contact, Triage Consultants ensure timely, accurate, and consistent delivery of information and access to resources, while maintaining a high standard of customer service and operational efficiency.

• 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

• Master’s degree from an accredited graduate program in a mental health related field such as social work, psychology, marriage/family therapy, or counseling.
• Successfully pass background and drug screening

Preferred Qualifications

• Experience in crisis or suicide hotline operations and call taking
• Ability to multi task in a fast paced call center environment
• Prior experience with military, their families, and military needs.
• Ability to assess needs and referrals efficiently based on callers needs.
• Ability to trouble shoot basic IT issues independently.

• Experience in crisis or suicide hotline operations and call taking
• Ability to multi task in a fast paced call center environment
• Prior experience with military, their families, and military needs.
• Ability to assess needs and referrals efficiently based on callers needs.
• Ability to trouble shoot basic IT issues independently.

Knowledge, Skills and Abilities

• Possess strong customer service and communication skills appropriate for a call 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 call center operations, including call handling, documentation, and performance expectations
• Ability to pass a DoD Tier 2 suitability investigation within 30 days of hire.

Physical Demands: (The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Sufficient fine motor skill for use of computers, calculator with an ability to withstand repetitive keyboarding for extended periods of time
• Visual, auditory and communication abilities sufficient to perform the essential functions of the job
• Ability to kneel bend and twist at the waist on an occasional basis,
• Ability to push, pull, carry and lift objects weighing up to 25 pounds on a regular basis and more on an occasional basis
• Ability to travel by plane and safely operate a motor vehicle