Job Description
inTransition Mental Health Coach Job Summary 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 (i.e., mental health care or behavioral health care) and wish to receive care at a new destination or with a new provider in their same location, or wish to initiate psychological health care for the first time.
This toll-free call support center program operates 24 hours a day, 7 days a week, and 365 days per year (24/7/365). Additionally, this call support center is staffed by professionals who are trained and licensed to provide mental health care to bridge the transitional knowledge gap between identification and receipt of psychological health care services for a broad range of users, including Active-Duty Service Members, Reserve Component Service Members, National Guard, Coast Guard, and Veterans and their families.
Government Reporting : In Direct
Education & Experience Required - Actively Licensed Mental Health Professional (social work, psychology, marriage and family therapy, behavioral health counseling). Master's Degree.
- At least a 3 years' experience delivering face-to-face health care and with 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 at one time with a proven ability to work independently in a remote work environment.
Preferred - Prior experience supporting DHA, DoD, or VA healthcare programs.
- Familiarity with behavioral health coaching models or case management practices.
Key Responsibilities The Licensed inTransition Coach will provide specialized, telephonic, one-on-one coaching to facilitate and support a caller's transition between psychological health care providers or an initiation of psychological heath care treatment. inTransition Coaches will engage in coaching to encourage continued engagement with psychological health care and promote a caller's overall participation in their own care seeking and maintenance. Coaching techniques will include utilizing motivational interviewing, aiding with barrier identification and task planning, conveying information, and supporting and educating callers through regular telephonic contact (weekly, or at the preference of the caller). Additional requirements consist of having the ability to:
- 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 commiserate with education and experience
- Maintain regular and reliable attendance
Competencies Technical Skills Proficient data entry skills; Ability to resolve problems involving more complex concepts, policies, and procedures.
Communication Skills Fluent in English (oral and written). Excellent communication skills with an ability to explain complex issues clearly; Ability to de-escalate situations and deliver excellent customer service under pressure. Ability to utilize motivational interviewing techniques in coaching and interviewing situations.
Problem Solving / Analysis Ability to solve problems through systematic analysis of processes with sound judgment; Has a realistic understanding of relevant issues. Understanding and resolving crisis and potentially abusive call effectively.
Organizational Skills Ability to organize people or tasks, adjust to priorities, and learn systems within time constraints and with available resources; Detail-oriented
Multi-Tasking / Time Management Ability to prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment
Information Management Ability to manage large amounts of complex information easily, communicate it clearly, and draw sound conclusions
Independent Thinking / Self-Initiative Critical thinkers with an ability to focus on things which matter most to achieving outcomes; Commitment to tasks to produce outcomes without direction and to find necessary resources
High Intensity Environment Ability to function in a fast-paced environment with multiple activities occurring simultaneously while maintaining focus and control of workflow
Empathy / Customer Service Customer-focused behavior; Helping approach, including listening skills, professionalism, patience, respect, and empathy for service members, veterans and others while acknowledging their concerns.
Coping / Flexibility Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and a mature problem-solving approach. Ability to control the pace and flow of a call/inquiry and manage call time effectively.
Computer Literacy Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the internet, and other departmental software applications
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
** This job description indicates the general nature and levels of work expected of the incumbents. It is not designed to cover or contain a comprehensive listing of activities, duties, responsibilities or competencies required of an incumbent. Incumbents may be asked to perform other duties as required. **
Job Tags
Remote work, Shift work