[Hiring] Mental Health Coach @Revelations Counseling & Consulting LLC

Role Description

The Defense Health Agency Psychological Center of Excellence (PHCoE) inTransition program is a critical program that provides assistance to transitioning service members or veterans who are currently receiving psychological health care and wish to receive care at a new destination or with a new provider.

This toll-free call support center program operates 24 hours a day, 7 days a week, and 365 days per year. Additionally, this call support center is staffed by professionals who are trained and licensed to provide mental health care.

Qualifications

• Actively Licensed Mental Health Professional (social work, psychology, marriage and family therapy, behavioral health counseling).
• Master’s Degree.
• At least 3 years’ experience delivering face-to-face health care.
• Demonstrated clinical experience in triage, care management, motivational interviewing, and crisis counseling.
• U.S. Citizen.
• Must be able to receive a favorable interim and adjudicated final Department of Defense (DoD) background investigation.
• Technologically literate and experienced in navigating multiple screens or web browsers.

Requirements

• Prior experience supporting DHA, DoD, or VA healthcare programs (preferred).
• Familiarity with behavioral health coaching models or case management practices (preferred).

Key Responsibilities

• Provide specialized, telephonic, one-on-one coaching to facilitate and support a caller’s transition between psychological health care providers.
• Engage in coaching to encourage continued engagement with psychological health care.
• Utilize motivational interviewing, aid with barrier identification and task planning, and support callers through regular telephonic contact.
• Use de-escalation techniques when necessary to ensure a positive provider experience.
• Maintain accurate documentation of interactions to inform future support strategies.
• Stay updated on platform features and product changes to provide accurate support.
• Ensure calls and issues are identified, tracked, reported on, and resolved in a timely manner.
• Maintain comprehensive tracking and documentation for all identified issues to completion.
• Perform other duties as assigned that are commensurate with education and experience.
• Maintain regular and reliable attendance.

Competencies

• Technical Skills: Proficient data entry skills; Ability to resolve problems involving complex concepts, policies, and procedures.
• Communication Skills: Fluent in English (oral and written); Excellent communication skills; Ability to de-escalate situations and deliver excellent customer service under pressure.
• Problem Solving / Analysis: Ability to solve problems through systematic analysis of processes with sound judgment.
• Organizational Skills: Ability to organize people or tasks, adjust to priorities, and learn systems within time constraints.
• Multi-Tasking / Time Management: Ability to prioritize and manage actions to meet changing deadlines.
• Information Management: Ability to manage large amounts of complex information easily and communicate it clearly.
• Independent Thinking / Self-Initiative: Critical thinkers with an ability to focus on achieving outcomes.
• High Intensity Environment: Ability to function in a fast-paced environment with multiple activities occurring simultaneously.
• Empathy / Customer Service: Customer-focused behavior; Helping approach, including listening skills, professionalism, and empathy.
• Coping / Flexibility: Resiliency in adapting to a variety of situations while maintaining a sense of purpose.
• Computer Literacy: Ability to function in a multi-system Microsoft environment.
• Commitment to Task: Ability to conform to established policies and procedures; exhibit high motivation.

Working Conditions

• Ability to cover any work shift as required.
• Works within a standard remote environment.
• Extensive work utilizing a computer with prolonged sitting and possibly wearing a headset.

Physical Demands and Work Environment

• Continually required to sit.
• Continually required to utilize hand and finger dexterity.
• Frequently required to talk or hear.
• Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard.