Intake Specialist - Remote

AllOne Health is a leader in workplace behavioral health, dedicated to improving the health and well-being of employees. By joining our team, you will make a difference in the lives of clients and their communities through counseling, work-life resources, wellness programs, and Employee Assistance Programs (EAP).

About the role

AllOne Health’s EAP provides services such as behavioral consultation, counseling, crisis intervention, clinical referrals, resource information, and case management. As an EAP Intake Specialist, you will answer initial client calls, assess their needs, input demographic information into the EAP Expert database, and transfer clients to on-staff counselors when necessary. You will also connect clients to appropriate resources, affiliate providers, or EAP clinical staff.

Responsibilities

• Remain actively logged into on-call telephone queues to fulfill duties.
• Use frontline customer service skills to determine client needs and required EAP services.
• Screen for safety issues, domestic violence (DV), substance abuse, and other high-risk considerations, connecting clients immediately to on-call counselors when needed.
• Complete EAP Intake Forms in the EAP Expert database system.
• Assign EAP staff or affiliates to client cases as appropriate.
• Connect clients to affiliate providers in their geographic area or to EAP staff professionals for services.
• Provide general information and referrals to subject matter experts in legal, financial, and work-life challenges.
• Demonstrate sensitivity to confidentiality and customer service needs for both member employees and employer clients.

Requirements

• Excellent IT applications and database skills.
• Outstanding interpersonal, communication, organizational, and problem-solving skills.
• Professional call center or scheduling experience is a plus.
• Reliable internet connection with a minimum download speed of 50Mbps and 10Mbps upload.
• Strong customer service commitment.
• Experience with Microsoft Outlook and Office programs.
• Flexibility with break and lunch times due to high call volume.
• Comfortable working in a team environment and adapting to day-to-day job assignments.

Benefits

• Immediate medical, dental, and vision insurance.
• Paid time off.
• 401(k) retirement program with company match.
• Flexible Spending Accounts (FSA).
• Company-paid life and disability insurance programs.
• Employee Assistance Program (EAP).

Pay

$16.00 - $17.30 per hour.

Schedule

Full-time, non-exempt position. Monday–Friday, 3:00 PM – 11:30 PM EST.