Triage Consultant

July 3, 2026 Auto Import

Summary AMERICAN HOSPITAL SERVICES GROUP, LLCRemote The Military OneSource contact center serves as the primary entry point for participant engagement across all program services. Triage Consultants play a critical role in assessing participant needs, determining eligibility and scope of services, and facilitating appropriate referrals or warm hand-offs to internal and external service providers. As the first point of contact, Triage Consultants ensure timely, accurate, and consistent delivery of information and access to resources, while maintaining a high standard of customer service and operational efficiency. Responsibilities <ul style="margin-bottom: 0in; margin-top: 0px;"><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Provide Military OneSource contact center operations to support participant intake, needs assessment, information delivery, and referral services.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Assess participant needs through consultative interaction, determine eligibility and scope of services, and facilitate appropriate referrals or warm hand-offs to internal and external service providers. </li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Routing participants to Non-Medical Counseling providers, specialty consultants, SECO services, and other authorized Military OneSource resources.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Perform in accordance with established triage protocols, program policies, and performance requirements to deliver consistent, accurate, and timely support to participants. </li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Interactions shall be conducted in a professional, participant-focused manner and shall ensure efficient access to appropriate services without unnecessary delay or repetition of participant information.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Conduct participant intake and assess needs through consultative interaction</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Determine eligibility and appropriate scope of services based on program guidelines</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Provide accurate, current, and program-approved information to participants</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Facilitate referrals and warm hand-offs to Military OneSource services, including Non-Medical Counseling, specialty consultants, SECO services, and other authorized resources</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Document participant interactions and case information in the Prime-designated system of record in accordance with program requirements</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Ensure continuity of participant experience by minimizing delays and avoiding repetition of participant information during service transitions</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Service shall be consultative in nature. Triage Consultants shall not provide clinical assessments, diagnosis, or treatment, and shall not engage in solicitation of any kind.</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Conduct an initial needs assessment through a structured question-and-answer process to determine whether the participant’s situation is appropriate for Non-Medical Counseling or requires referral to other services. Facilitate referral or warm hand-off to Non-Medical Counseling providers when the participant’s needs are within scope of NMC services</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Provide appropriate referrals to clinical or emergency services when the participant’s needs exceed the scope of Non-Medical Counseling</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Assist participants in accessing services through TRICARE, Military Treatment Facilities (MTFs), the Department of Veterans Affairs (VA), or other community-based resources, as applicable</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Identify and provide alternative resource options for Guard and Reserve participants who may not have access to TRICARE or other healthcare coverage</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">No Supervisory Responsibilities</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Other duties as assigned</li></ul> Qualifications <ul style="margin-bottom: 0in; margin-top: 0px;"><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Master’s degree from an accredited graduate program in a mental health related field such as social work, psychology, marriage/family therapy, or counseling.</li></ul> Knowledge, Skills and Abilities<ul style="margin-bottom: 0in; margin-top: 0px;"><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Possess strong customer service and communication skills appropriate for a contact center environment</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Knowledge and understanding of military life, including the unique needs of service members and their families</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Ability to assess participant needs and determine appropriate service pathways</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Familiarity with contact center operations, including call handling, documentation, and performance expectations</li><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">Ability to pass a DoD Tier II suitability investigation within 30 days of hire</li></ul> Physical Demands (The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)<ul style="margin-bottom: 0in; margin-top: 0px;"><li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: arial, helvetica, sans-serif;">While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee may use repeated motions that include the arms, wrists, hands and/or fingers. The employee is occasionally required to walk, stand, climb, balance, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.</li></ul> Teleworking Permitted? Yes Teleworking Details 100% Remote Estimated Salary/Wage Up to USD $36.00/Hr.

Back to blog