Information-Referral Counselor - Full Time - Days

Information Referral Counselor

Mercy is seeking a compassionate and service-oriented Information Referral Counselor to serve as a key connection point for individuals and families seeking behavioral health services. In this role, you will assess needs, provide referral guidance, coordinate access to care, and support patients throughout their journey to appropriate treatment and resources. This position plays a vital role in helping individuals access behavioral health services while delivering exceptional customer service consistent with Mercy's mission, values, and standards of care.

• Assess caller needs and determine appropriate behavioral health service options.
• Provide referrals to Mercy programs and community-based resources.
• Coordinate behavioral health assessments, admissions, and transfers.
• Communicate clinical and financial information with treatment teams and providers.
• Follow up with high-risk callers and individuals who have not connected with recommended services.

• Educate patients and families about available treatment options and community resources.
• Provide compassionate support and guidance during times of crisis or uncertainty.
• Maintain positive relationships with community agencies and referral partners.

• Accurately document patient demographics, insurance information, referral sources, presenting concerns, and referral outcomes.
• Maintain timely and complete records within the Access Center database.
• Ensure referral resource information remains accurate and up to date.

• Maintain strict patient confidentiality in accordance with organizational policies and applicable regulations.
• Adhere to patient rights, infection prevention, and safety standards.
• Follow department and hospital emergency preparedness procedures.
• Demonstrate sound judgment and independent decision-making while ensuring continuity of care.

• Bachelor's degree in Social Work, Counseling, Psychology, Human Services, or a related field.
• Strong verbal, written, and telephone communication skills.
• Ability to assess behavioral health concerns and communicate information clearly and compassionately.
• Strong organizational, documentation, and problem-solving skills.
• Ability to work independently and collaboratively in a fast-paced environment.

• Experience in behavioral health, social services, healthcare, case management, intake coordination, or customer service.
• Knowledge of behavioral health treatment programs, insurance processes, and community resources.
• Social Work or Counseling licensure, where applicable.

At Mercy, we believe in treating the whole person with compassion, dignity, and respect. As an Information Referral Counselor, you'll make a meaningful impact by helping individuals and families navigate behavioral health resources and connect with the care they need when they need it most. Apply today and help make compassionate care accessible to all.

From day one, Mercy offers outstanding benefits - including medical, dental, and vision coverage, paid time off, tuition support, and matched retirement plans for team members working 32+ hours per pay period. Join a caring, collaborative team where your voice matters. At Mercy, you'll help shape the future of healthcare through innovation, technology, and compassion. As we grow, you'll grow with us.