Information Referral Counselor @Virtual Care Center - Nights

Location: Mercy Virtual Care Center, Chesterfield, MO
Schedule: Full-Time Nights

The Behavioral Health Information & Referral Counselor serves as a critical first point of contact for individuals and families seeking behavioral health services. This role provides assessment, support, education, and referral coordination for callers experiencing mental health and behavioral health concerns. Through compassionate communication and clinical judgment, the counselor connects individuals with the most appropriate treatment resources while ensuring timely care coordination and follow-up.

The ideal candidate is an excellent communicator, skilled problem-solver, and compassionate advocate who can effectively assist individuals in crisis while navigating complex behavioral health systems and community resources.

Patient & Family Support

• Provide support, education, and guidance to patients, families, and community members seeking behavioral health services.
• Assess callers' presenting concerns and identify appropriate treatment options and resources.
• Educate individuals and families on recommended services, treatment programs, and next steps for care.
• Follow up with high-risk callers and families to encourage connection with recommended services and resources.

Referral & Care Coordination

• Coordinate assessments and admissions by communicating clinical and financial information to care teams, providers, and admitting physicians.
• Connect callers with appropriate internal programs and community-based resources.
• Facilitate transfers and ensure smooth care transitions when a higher level of care is needed.
• Maintain strong relationships with community agencies and referral partners to support access to care.

Documentation & Communication

• Accurately document patient information, presenting concerns, referral recommendations, insurance information, and referral sources.
• Enter and maintain information within departmental databases and systems in a timely manner.
• Ensure clear communication and handoff information for on-call staff and team members to support continuity of care.
• Maintain confidentiality and compliance with all privacy regulations and organizational policies.

Quality & Professional Practice

• Maintain current and accurate referral resource information, including program details, contact information, and insurance participation.
• Manage calls efficiently while ensuring callers receive thorough support and guidance.
• Adhere to all safety, infection prevention, patient rights, and regulatory requirements.
• Participate in departmental initiatives and perform additional duties as assigned.

Required Education

• Bachelor's degree in Social Work, Counseling, or a related field.

Required Skills & Experience

• Strong verbal and written communication skills.
• Ability to assess, understand, and respond to behavioral health concerns with professionalism and empathy.
• Excellent telephone assessment and customer service skills.
• Knowledge of behavioral health services, levels of care, community resources, and insurance processes.
• Ability to explain complex clinical and service information clearly to callers and families.
• Strong organizational skills with the ability to prioritize multiple tasks and situations.
• Ability to work independently and make sound decisions in both routine and complex situations.
• Proficiency with computer systems, databases, and documentation platforms.

As a Behavioral Health Information & Referral Counselor, you'll play an essential role in helping individuals and families access the behavioral health care they need. You'll be part of a collaborative team dedicated to improving lives through compassionate support, timely intervention, and meaningful connections to treatment and community resources.