Referral & Resource Specialist

Anticipated End Date:

2026-09-01

Position Title:

Referral & Resource Specialist

Job Description:

Referral & Resource Specialist

Location: Candidates must reside in one of the following states to be considered : MASSACHUSETTS, NEW HAMPSHIRE, CONNECTICUT, RHODE ISLAND OR NEW YORK.

This role enables associates to work virtually full-time, with the exception of required in-person training sessions, providing maximum flexibility and autonomy. This approach promotes productivity, supports work-life integration, and ensures essential face-to-face onboarding and skill development.

Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless an accommodation is granted as required by law.

A proud member of the Elevance Health family of companies, Carelon Behavioral Health uses our powerful combination of experience, expertise, dedication and compassion to see what's possible and what's better. Born out of one of the largest healthcare systems organization in the United States, our rich history gives us a unique and valuable perspective on how to solve the most pressing healthcare challenges.

Among us are specialty-care physicians, nurse practitioners, pharmacists, engineers, data scientists, and other dedicated and caring health professionals. While our roles may differ, our purpose is shared: to make a positive impact on whole health.

We are looking for candidates to work on the new Massachusetts Behavioral Health Help Line with knowledge of behavioral health social services and insurance systems, and a deep understanding of the factors that impact a person’s experiences in the mental health system, including but not limited to, race, ethnicity, gender identity, sexual orientation, language proficiency, religion, disability status, socioeconomic status, criminogenic risk, and history of trauma.

The Referral and Resource Specialist will be responsible for screening, assessing, training, and providing telephonic intervention/de-escalation for helpline callers using established protocols to determine an immediate course of action. It is a nationwide network.

We operate 24 hours a day, 7 days a week, 365 days out of the year. This is a 24-hour call center, open 365 days, with varied 1st, 2nd, and 3rd shifts to include weekends. Training is Monday-Friday 10am-6pm EST. 

How you will make an impact: 

• For the MA Behavioral Health Helpline, takes inbound calls, texts and chats who may be in crisis.

• Performs safety screenings and assessments to discern presence and acuity of risk to the safety of the individual or others.  

• Uses information provided by the caller and obtained during the screenings and assessments to accurately understand the individual's needs and develop a plan of action in collaboration with the individual.  

• Completes appropriate, timely, and accurate documentation of interactions in accordance with established criteria.  

• Provides linkage follow-up as directed to assure individual accessed services.

• Coordinates with other agencies, organizations and individuals to insure optimal use of resources, services and natural support systems.

• Ensures compliance with all HIPAA, OSHA, and other federal, state, and local regulations.  

Minimum Requirements: 

• Requires a HS diploma or the equivalent and a minimum of 1 year of experience in behavioral health or a minimum of 6 months of direct crisis experience to include screenings and assessments to determine appropriate interventions; or any combination of education and experience which would provide an equivalent background.

  

Preferred Skills, Capabilities and Experiences:

• BS/BA degree in a mental health or other human services field and two years of experience working directly with individuals in need of behavioral health services strongly preferred.  

• Call center experience preferred.

• Suicide and/or Crisis line support experience preferred.

• Bilingual Candidates preferred.

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For candidates working in person or virtually in the below location(s), the salary* range for this specific position is $24.27/hr to $41.60/hr. 
 
Location: New York and Massachusetts

In addition to your salary, Elevance Health offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). The salary offered for this speci