Mental Health Intake Agent (Overnight)

Your role as Mental Health Intake Agent (Overnight)

Reporting to Sarine Moumdjian, Manager, Member Services, your role will be to support Employee Assistance Program (EAP) members contacting Dialogue through the call center.The Mental Health Intake Agent (Overnight) is the first point of contact with members through the phone and seeks to provide a simple intake experience and fast access to care, with the right practitioner for a member’s needs. This role is within Dialogue’s call center team, working closely with our broader team of case managers and practitioners on our virtual care Integrated Health platform. This is a fully remote role open to candidates across Canada.

What you’ll be doing:

• Be the first point of contact for members reaching out to Dialogue by phone, and lead with an empathetic member service approach
• Support new members through account creation and intake, understanding their needs, aligned to the different services provided by Dialogue
• Schedule member appointments and support appointment  booking coordination throughout a member’s care journey
• Support all case management activities for members using the phone line as well as the chat (before and after appointments), working directly with and collaborating with our growing team of EAP practitioners
• Contribute to the growth and continuous improvement of our phone service by providing experience and process improvement feedback
• You will be responsible for patient safety in your member-facing role

We’d love to hear from you, if you have:

• Availability to work overnight and weekends between 9 PM and 6 AM (EST) for a minimum of 21 hours and up to 40 hours per week
• Customer or member service experience, working directly with members in-person or through the phone in a live setting
• A bachelor's degree in a mental health or human relations field is a plus
• Passion for member servicing, working with others  and providing the very best experience possible
• Passion for mental health and overall wellness, working with and speaking with members who are seeking support and may be experiencing different mental health symptoms and issues
• Strong sense of empathy and ability to make decisions in a fast-paced environment 
• Strong computer & organizational skills and comfort in working full digitally

Please note that as we serve customers across Canada, bilingualism is essential for this position. You will be required to communicate in French and English.

• A fully funded benefits plan, including a wellness reimbursement program
• Unlimited access to a variety of Dialogue’s programs for you and your immediate family
• 4 weeks of vacation, 9 wellness days and 1 paid volunteer day
• Access to a custom learning program, including an allocated budget for continuous external training
• An optional parental benefits program
• Qualifying permanent and part-time employees are eligible for a Group Retirement Savings Program (GRSP) with a matching employer contribution from their first day at Dialogue, in accordance with policy terms

About Dialogue

Dialogue is the #1 virtual care provider in Canada. By developing our Integrated Health Platform🅫, we provide exceptional online health and wellness programs (primary care, mental health, iCBT, EAP, and wellness) to organizations that want to improve the wellness of their employees and families.

When it comes to our work, we set the bar high. Together, we’re transforming health and helping millions improve their well-being. We’re firm believers that great people don’t settle on:

Feel like you can make a difference? Good news, we saved you a seat! 

Come as you are. As a proud equal-opportunity employer, Dialogue is dedicated to creating a diverse and inclusive workplace for everyone. Qualified applicants will be considered regardless of citizenship, ethnicity, race, colour, religion, gender, gender identity or expression, sexual orientation, disability, age, or veteran status. Applicants who require specialized accommodation are encouraged to contact accessibility@dialogue.co.