Reporting to Sarine Moumdjian, Manager, Member Services, your role will be to support Employee Assistance Program (EAP) members contacting Dialogue through the call center.
The Mental Health Intake
Agent is the first point of contact with members through the phone and seeks to provide a easy intake experience and fast access to care, with the right practitioner for a member’s needs. This role is within Dialogue’s call center team, working closely with our broader team of case managers and practitioners on our virtual care Integrated Health platform. This is an overnight role. You can be scheduled to work as of 11:30pm until 6am.
What you'll be doing
- Be the first point of contact for members reaching out to Dialogue by phone, and lead with an empathetic member service approach
- Support new members through account creation and intake, understanding their needs, aligned to the different services provided by Dialogue
- Schedule member appointments and support appointment booking coordination throughout a member’s care journey
- Support all case management activities for members using the phone line as well as the chat (before and after appointments),
working directly with and collaborating with our growing team of EAP practitioners
- Contribute to the growth and continuous improvement of our phone service by providing experience and process improvement feedback
- You will be responsible for patient safety in your member-facing role
We'd love to hear from you if you have
- Available to work a minimum of 21 hours overnights and weekends, as our schedule covers overnight shifts (ex: 11:30pm to 6:00am)
- Customer or member service experience, working directly with members in-person or through the phone in a live setting
- A bachelor's degree in a mental health or human relations field is a plus
- Passion for member servicing, working with others and providing the very best experience possible
- Passion for mental health and overall wellness, working with and speaking with members who are seeking support and may be experiencing different mental health symptoms and issues
- Strong sense of empathy and ability to make decisions in a fast-paced environment
- Strong computer & organizational skills and comfort in working full digitally