American Hospital Services Group

Role Description 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. - Route 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. - 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. - 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. - No Supervisory Responsibilities. - 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. - Possess strong customer service and communication skills appropriate for a contact 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 contact center operations, including call handling, documentation, and performance expectations. - Ability to pass a DoD Tier II suitability investigation within 30 days of hire. Requirements - While performing the duties of this Job, the employee is regularly required to sit and talk or hear. - The employee may use repeated motions that include the arms, wrists, hands and/or fingers. - The employee is occasionally required to walk, stand, climb, balance, stoop, kneel, crouch, or crawl. - The employee must occasionally lift and/or move up to 25 pounds. - Specific vision abilities required by this job include close vision. Benefits - Teleworking Permitted: Yes - Teleworking Details: 100% Remote - Estimated Salary/Wage: Up to USD $36.00/Hr.