Triage Consultant

Headquarters: Benge Corner, Texas, United States URL: https://www.chenega.com/ Overview AMERICAN HOSPITAL SERVICES GROUP,LLC. Remote • 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. Responsibilities 100% Remote - Telework • 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 Qualifications • 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 Knowledge, Skills and Abilities: • Possess strong customer service and communication skills appropriate for a contact center environment • Knowledge and understanding of military