• Telephonically address client concerns by conducting clinical intakes and referring clients to the appropriate resources, such as to a therapist or counselor. • Ensure adherence to departmental protocols, best practices, and customer requirements to maintain compliance and high-quality service delivery. • Using critical thinking and problem-solving skills, quickly resolve issues and identify resources to ensure a positive client experience and complete satisfaction. • Educate client about resources, eligibility, and services with a positive and professional approach. • Maintain complete and accurate documentation of cases within our proprietary database. • Maintain awareness of emerging behavioral health trends and best practices to enhance service delivery. • Collaborate with internal teams to ensure continuity of care and alignment with client-specific service expectations. • Other duties as assigned.