Behavioral Health Member Advocate - Evernorth Behavioral Health - Remote

Behavioral Health Customer Service Advocate

Do you have a bachelor's degree and are ready for a meaningful career where you can make an impact and improve lives? Join us as a Behavioral Health Customer Service Advocate- an inbound call center role focused on helping people access needed care. You'll support members and providers seeking services for mental health and/or substance use disorders. This position features a structured work schedule with a designated queue time.

Using empathy, active listening, multitasking, and problem-solving skills, you'll help ensure every caller's experience with Evernorth is both efficient and compassionate.

Key Responsibilities:

• Take back-to-back phone calls from members and providers (calls last about 8-10 minutes).
• Triage and conduct intake for risk of harm and substance use concerns
• Communicate eligibility, assist with scheduling appointments and providing referrals, quote benefits, and advise on authorization requirements
• Utilize resources and independent judgment to deliver accurate information, exceptional service, and resolution on the first call
• Collaborate with matrix partners and coordinate seamless handoffs to clinical teams for timely support
• Navigate multiple systems and applications across multiple screens while on calls (sometimes up to 9 programs at once)

Requirements:

• Bachelor's degree in psychology, social work, or a related field, or bachelor's degree in another field plus 2+ years of behavioral health experience.
• Customer service experience
• Strong time management and multitasking abilities
• Proficiency with typing and PC usage
• Must remain at your workstation while handling calls from a phone queue

Training schedule:
Monday-Friday, 8:30 AM-5:00 PM CST

Work schedule:

a permanent 8-hour shift between the hours of 7am-7pm CST will be offered based on business need.

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10

Mbps download/5

Mbps upload. For this position, we anticipate offering an hourly rate of 19 - 29 USD / hourly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.