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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.

• Provide specialized, telephonic, one-on-one coaching to facilitate and support a caller’s transition between psychological health care providers or initiation of psychological health care treatment.
• 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.
• Utilize motivational interviewing, aid with barrier identification and task planning, convey information, and support and educate 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.

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 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.

Requirements

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

Competencies

• Proficient data entry skills; ability to resolve problems involving more complex concepts, policies, and procedures.
• 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 solve problems through systematic analysis of processes with sound judgment.
• Ability to organize people or tasks, adjust to priorities, and learn systems within time constraints.
• Ability to prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment.
• Ability to manage large amounts of complex information easily, communicate it clearly, and draw sound conclusions.
• Critical thinkers with an ability to focus on things which matter most to achieving outcomes.
• Ability to function in a fast-paced environment with multiple activities occurring simultaneously.
• Customer-focused behavior; helping approach, including listening skills, professionalism, patience, respect, and empathy for service members, veterans, and others.
• Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose.
• Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the internet, and other departmental software applications.
• 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.