Castle Support Specialist

Job Description

Job Description

Description:

Humankind is on a mission.

We are transforming healthcare.

We are empowering individuals to put emotional health first.

Who we are.

We are on a mission to transform mental and emotional healthcare. Using data and “machine smarts” we find the people who need help before they crash into the system. We don’t wait for things to get worse. Our unique approach combines both the heart of clinical care management and the science of machine learning to transform the health and wellbeing of large populations. From workplace pressures to financial challenges, marital struggles, and behavioral health issues, our teams deliver the kind of support that makes a measurable difference in the lives of the individuals and families we serve.

Why we need you.

We’re growing and building a hand-picked team of positive, optimistic, empathetic rockstars. We are looking for passionate humans to join our multi-disciplinary team of professionals and inspire hope for “the other eleven” to live their best life. Let’s do this.

Who you are.

You are passionate, open minded, and you make a daily difference in the lives of those around you. You are the person people ask for help, guidance, and direction. You are an optimist. You remove obstacles. And just like us, you wear your H.E.A.R.T. on your sleeve with Hope, Empathy, a preference for Action, a willingness to Raise the bar, and a belief that Trust is at the core of every meaningful relationship.

What you’ll do (Essential Job Functions)

• Deliver Phone-Based Goal-Oriented Support Services: Provide phone-based support that helps participants identify unmet needs, set measurable goals, and make meaningful progress. Using motivational interviewing, strengths-based coaching, and behavior change strategies to address barriers, build skills, and support self-management.
• Call Management & Participant Engagement: Manage an active and engaged caseload by responding to incoming transfer calls and conducting outbound sessions with established participants, ensuring timely follow-up and continuity of support across assigned cases.
• Benefits, Resource Navigation, & Advocacy: Partner closely with participants to understand employer benefits, eligibility, and available community resources, educating and empowering participants to effectively access and use these supports to achieve their goals.
• Assessment, Intervention, & Outcomes: Conduct comprehensive quality of life assessments to understand participants' overall functioning, wellbeing, and barriers to progress. Provide solution focused interventions aligned with participant goals, monitor progress, and coordinate with resources and benefit partners to ensure continuity of care.
• Performance Accountability: Consistently meet established productivity, quality, engagement, and outcome metrics that support participant success and program effectiveness.
• Documentation & Compliance: Maintain timely, accurate documentation in accordance with organizational, privacy, and regulatory standards.
• On-Call Responsibility: Share responsibility for periodic on-call coverage across the team, including evening and weekends.
• Other tasks as assigned.

• Master’s degree in Social Work, Counseling, Psychology, Health and Wellness Coaching, or a related behavioral health field.
• Active license. Independent and associate level licenses will be considered. This role does not provide clinical supervision or documentation of hours for licensure or supervision requirements.
• Minimum of 2+ years of experience providing behavioral health or solution focused support.
• Demonstrated experience using motivational interviewing, behavior change models, and goal oriented or brief intervention methods
• Strong skills in assessment, care coordination, and resource navigation, including familiarity with employer benefits and wellbeing programs.
• Ability to manage an active caseload, meet performance metrics, and work independently in a fast paced, structured environment.
• Proficiency with electronic documentation systems and standard technology platforms.
• Experience delivering telephonic support services preferred.
• Being bilingual in English and Spanish is a major asset.
• Available to work from 830a-5p PST, 930a-6p MST, 1030a-7p CST, 1130a-8p EST

This role is a great fit if you are…

• Passionate about improving lives and believe in the greater good.
• Tenacious and persistent, bringing creative solutions to tough challenges.
• Accountable and collaborative. Working remotely, you will work independently, but you’ll never be or feel alone.
• Proactive, and able to take ownership of key tasks, and keep in regular communication with your team.
• Not afraid to have tough conversations or make recommendations.
• Thorough, detail-oriented, and committed to getting the job done.
• Efficient and able to move through a to-do list, effectively prioritizing the triage of competing demands.
• Growth-oriented, thriving on constructive feedback, which you view as an opportunity to polish skills.
• Open-minded, non-judgmental, compassionate, flexible, and have good humor.
• Someone who thrives in a fast-paced and evolving environment. We move quickly to optimize tools and protocols based on data.
• Open to learning new techniques and tools and viewing them as an opportunity to make your work easier and more impactful.
• Bi-lingual in Spanish and English
• Reside in AR, AZ, CO, DE, FL, GA, IL, KY, LA, MA, MD, MN, MO, NC, NE, NH, NJ, NV, OH, OR, SC, TN, TX, VA, WA, or WI.

Please Note: Remote employees must comply with our Remote Work and Private Workspace Policy. Specifically, the following key requirements:

• Appropriate network quality and internet speed necessary to perform the job remotely.
• A hard-wired internet connection (Satellite, wireless or cellular internet is not supported.)
• A Separate room with a door (or private space if you live alone)
• Use of Company authorized Laptop.

Please Note: Humankind does not offer sponsorship of employment visas of any kind.

(EEO)

Humankind is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Humankind is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Humankind are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Humankind will not tolerate discrimination or harassment based on any of these characteristics.

(ADA)

All applicants are required to be able to perform the essential functions of the position, with or without reasonable accommodations.

(CA)

California residents have rights under the California Privacy Rights Act (CPRA). Click here to learn more about how your personal information may be collected, used or disclosed.