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Crisis Management Representative

  • Job Family: Customer Care
  • Type:
  • Date Posted:
  • Req #: JR67147





Crisis Management Representative

Must live in Massachusetts or surrounding area.

Build the Possibilities. Make an extraordinary impact.
Beacon offers superior clinical mental health and substance use disorder management, a comprehensive employee assistance program, work/life support, specialty programs for autism and depression, and insightful analytics to improve the delivery of care. As a Crisis Management Representative, you will be responding to phone calls with people who are in a crisis, offering both in the moment support through connections to a licensed crisis counselor or a referral in the community. This is a nationwide network. We operate 24 hours a day, 7 days a week, 365 days out of the year.

How you will make an impact:

  • Manage incoming calls

  • Provide in the moment support

  • Make referrals in the community

  • Obtain intake (demographic) information from caller

  • Conducts a thorough radius search in Provider Finder

  • May act as liaison between Medical Management and internal departments

  • Conducts clinical screening process

Minimum Requirements:

This position can be filled at Crisis Management Representative II or III. The hiring manager will determine the level, based on the candidate’s experience and background.

Level II

  • Requires HS diploma or equivalent and a minimum of 2 years customer service experience in healthcare related setting and medical terminology training; or any combination of education and experience which would provide an equivalent background.

Level III

  • Requires a HS diploma or GED and a minimum of 3 years of experience in customer service experience in healthcare related setting; or any combination of education and experience which would provide an equivalent background. Medical terminology training required.  

Preferred Skills, Capabilities and Experiences

  • Bachelor's degree is  STRONGLY  preferred

  • Crisis line or mental healthcare experience very  strongly  preferred

  • Experience working on a phone/text/chat platform completing assessments preferred

  • Master’s Degree preferred

  • De-escalation skills

  • Motivational interviewing or similar skills

  • Strong oral, written and interpersonal communication skills

  • Problem-solving skills

  • Bilingual Strongly Preferred (Spanish, French, Chinese, Tagalog, Vietnamese, Korean, German, Russian, Italian, Portuguese)

Please be advised that Elevance Health only accepts resumes from agencies that have a signed agreement with Elevance Health. Accordingly, Elevance Health is not obligated to pay referral fees to any agency that is not a party to an agreement with Elevance Health. Thus, any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Elevance Health.

Be part of an Extraordinary Team

Elevance Health is a health company dedicated to improving lives and communities – and making healthcare simpler. A Fortune 20 company with a longstanding history in the healthcare industry, we are looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve. You will thrive in a complex and collaborative environment where you take action and ownership to solve problems and lead change. Do you want to be part of a larger purpose and an evolving, high-performance culture that empowers you to make an impact?

We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.

The health of our associates and communities is a top priority for Elevance Health. We require all new candidates in certain patient/member-facing roles to become vaccinated against COVID-19. If you are not vaccinated, your offer will be rescinded unless you provide – and Elevance Health approves – a valid religious or medical explanation as to why you are not able to get vaccinated that Elevance Health is able to reasonably accommodate. Elevance Health will also follow all relevant federal, state and local laws.

Elevance Health has been named as a Fortune Great Place To Work in 2022, has been ranked for five years running as one of the 2023 World’s Most Admired Companies by Fortune magazine, and is a growing Top 20 Fortune 500 Company. To learn more about our company and apply, please visit us at Elevance Health is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws. Applicants who require accommodation to participate in the job application process may contact for assistance.

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