Intake Specialist

Title: Intake Specialist

Location: Remote United States

Full-Time

Department: Clerical Office Support

Job Description:

AllOne Health is in the business of care; and service is what matters most.

As a leader in workplace behavioral health, we’ve proven that a company’s success is directly linked to the health and well-being of their employees.

By joining our team, you will make a difference in the lives of our clients and their communities. The meaningful work that we do includes counseling, providing work-life resources, wellness and more through our Employee Assistance Programs (EAP).

We are currently seeking an Intake Specialist to work remotely. This is a full-time, non-exempt position working Monday-Friday 3:00 PM - 11:30 PM EST. This is an entry level position.

Position Summary:

AllOne Health’s EAP provides a number of services to clients, including behavioral consultation, counseling, crisis intervention, clinical referrals, resource information, and case management.  When clients call the EAP to initiate services, the EAP Intake Specialist answers their initial calls.  This position involves speaking directly with the client, getting a sense of what the caller’s needs are, inputting demographic information into the EAP Expert database system, and transferring the client to an on-staff counselor if they are in emotional distress or require clinical expertise to manage their concerns. EAP Intake Specialists are also involved in finding appropriate resources for clients, and in connecting clients to affiliate providers or EAP clinical staff for services.

Qualified candidates will be capable using IT support applications, at ease employing telephone presence and skills in relating to clients, have strong customer service skills, exhibit excellent common sense, and possess good judgment.  The candidate must be flexible with break and lunch times due to staffing for our high call volume times.  The candidate should also be comfortable working in a team environment and be flexible with day-to-day job assignments.

Salary Range: $16.00 - $17.30 per hour. 

What You'll Do:

• Remain actively logged into on-call telephone queues as assigned in order to fulfill duties.

• Use frontline customer service skills to generally determine the prevailing needs of clients and what they require from EAP services.
• Screen for safety issues, domestic violence (DV), substance abuse, and other high-risk considerations, and connects clients immediately to on-call counselors when needed.
• Completes EAP Intake Forms in the EAP Expert database system.
• Assign EAP staff or affiliates to client cases when appropriate.
• Serve a primary role in connecting 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 areas such as legal concerns, financial issues, and work-life challenges.
• Demonstrate sensitivity to the unique confidentiality and customer service needs of both member employee and dependent clients, and employer-customer clients.

What We're Looking For:

• Excellent IT applications and database skills set.
• Outstanding interpersonal, communication, organizational and problem-solving skills. 
• Professional call center/scheduling experience a plus
• Must have a reliable internet connection with a minimum download speed of 50Mbps and 10Mbps upload stream
• Strong customer service commitment.
• Requisite experience with Microsoft Outlook & Office programs.

Company Perks:

• 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)