Administrative Skills, Behavioral Health, Coaching, Communication Skills, Community Health, Computer Skills, Customer Support/Service, Family Social Work, Inbound Call Centers, Interpersonal Skills, Legal, Multitasking, Organizational Skills, Problem Solving Skills, Psychiatry and Mental Health, Psychology, Public Health, Risk Analysis, Social Work, Time Management
The Advocate role is a non-clinical customer service position within an inbound call center that supports Evernorth Behavioral Health. Advocates are responsible for handling inbound calls from both members and providers or their office support staff regarding mental health or substance use disorder services. Advocates guide and assist the members and providers to help them work with ***/Evernorth more effectively and ensure first call resolution.
The types of calls an Advocate service may include but are not limited to: triaging and assessing the need for clinical intervention, inquiries about provider referrals and access to care, eligibility, and benefits. Due to the wide variety of call types, several applications are required to service these inquiries, and multiple applications are often needed within the same call. Independent problem solving, multitasking, and technical savvy are essential in order to be able to carry out the responsibilities of this role. Calls must be serviced in a helpful and professional manner.
The nature of discussions within the Behavioral Advocate role often delve into personal and sensitive topics with members. It demands a nuanced understanding of mental health and substance use issues. This role differs from its medical counterpart in that mental health is a sensitive subject and staff are helping members navigate complex and emotional mental health challenges.
Education:
Due to the complexity of assessing members for risk of harm and substance use concerns, legal requires a bachelor s degree in the mental health field or psychology/social work-related field (family communications, health coaching, community/public health or other related major).
Skills:
Customer Service experience
Prior experience working in a patient focused mental health environment preferred
Ability to maintain a professional and positive image to external customers
Candidate must possess superb interpersonal communication skills
Effective listening and organizational skills, with the ability to manage multiple tasks
Intuitive technical capabilities with the ability to quickly understand and apply working knowledge on several proprietary systems
Independent problem solving skills
Able to excel and/or prior successful experience in a virtual team environment
Strong time management skills
Ability to type effectively and have strong PC skills
City: Bloomington
Schedule:
Start Date: 07/06/2026
End Date: 01/01/2027
Schedule Notes: 100% Remote Training Schedule is 8:30am - 5:00pm CST (for about the first six weeks) Ongoing Schedule after training is 10:30am - 7:00pm CST. Candidates can be located in any US time zone as long as they can commit to the hours needed.
Hours Per Week: 40.00
Hours Per Day: 8.00
Days Per Week: 5.00I
Integrated Resources, Inc