Mental Health Intake Agent
Dialogue is looking for a Mental Health Intake Agent to take part in our mission to help people improve their wellbeing. Your role will be to support Employee Assistance Program (EAP) members contacting Dialogue through the call center. Want to join our exceptional multidisciplinary team in an evolving industry? Good news, we saved you a seat!
The Mental Health Intake Agent is the first point of contact with members through the phone and seeks to provide a simple intake experience and fast access to care, with the right practitioner for a member’s needs. The position works within Dialogue’s call center team while also working collaboratively with our broader team of case managers and practitioners on our virtual care Integrated Health platform.
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
- Assist members in accessing our integrated health platform through our Dialogue application
- Triaging callers to the appropriate professional across our different EAP clinical and non-clinical services
- Support all case management activities for members using the phone line (before and after appointments), working directly with and collaborating with our growing team of EAP practitioners
- Manage and complete asynchronous administrative tasks related to the care of mental health and EAP patients, and ensuring liaison between Dialogue and health care third parties.
- Contribute to the growth and continuous improvement of our services 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:
- 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
- Availability to work a minimum of 21 hours per week with the opportunity to work full-time up to 40 hours per week
- Excellent communication skills both over the phone and by chat
- 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
- This position is fully remote. Candidates can be located anywhere in Canada and candidates must be open to working evening and weekend shifts
Please note that as we serve customers across Canada, bilingualism is essential for this position. You may be required to communicate in French and English.
At Dialogue, your well-being is our priority
Taking care of others also means taking care of our team. We’ve got you covered!
- A fully funded benefits plan for our part-time (21+ hrs) and full-time employees
- Unlimited access to a variety of Dialogue's programs for you and your immediate family
- 4 weeks of vacation, 9 wellness days, and 1 paid volunteer day for our full-time employees
- A flexible schedule and a hybrid work approach
- A team of bright, hard-working, and caring people to foster your growth!
- Qualifying permanent and part-time employees are eligible for a Group Retirement Savings Program (GRSP) with a matching employer contribution from their first day at Dialogue, in accordance with policy terms
About Dialogue
Dialogue is the #1 virtual care provider in Canada. We’ve helped more than 48,000 organizations up their wellness game through our Integrated Health Platform™, which offers a wide range of services, including primary care, mental health, employee assistance program (EAP), and wellness. Discover the true definition of humanized healthcare™ with our team to guide you at every step of the way.
Come as you are. As a proud equal opportunity employer, Dialogue is dedicated to creating a diverse and inclusive workplace for everyone. Qualified applicants will be considered regardless of citizenship, ethnicity, race, colour, religion, gender, gender identity or expression, sexual orientation, disability, age, or veteran status. Applicants who require specialized accommodation are encouraged to contact [email protected].
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