Behavioral Health Contact Center Care Advocate

Contact Center Specialist

Driven by innovation and built on trust, rockITdata is a unique SDVOSB services company that partners with leading commercial healthcare/life sciences organizations on cutting edge innovations - think AI, automation and data transformation. We then bring those commercially tested solutions to government entities to deliver predictable, measurable impact for the American taxpayer and consumer. rockITdata is seeking a Contact Center Specialist to serve as front-line support in assisting active duty service members, National Guard members, reservists, veterans and retirees who need access to mental health care when relocating, transitioning, or are in need of a new mental health provider for the first time.

Key Responsibilities:

• Serve as front line support for referrals, inbound/outbound engagement, intakes, PHRC support, coach scheduling, and case documentation.
• Execute contact center procedures for case tracking, routing, escalation, and warm handoffs to coaches or escalations.

Required Skills:

• A minimum of one year of experience in a medical/hospital call center
• A minimum of one year experience in triage, care management, motivational interviewing, and crisis counseling
• Fluent in English and/or Spanish, both oral and written
• Ability to handle inquiries and requests in a courteous and professional manner
• Ability to listen to and empathize with Service members, Veterans, and others and acknowledge their concerns
• Ability to gather information to determine a Service member, Veteran, or family member's needs, as well as apply problem-solving skills, and resolve the inquiry/request effectively
• Ability to communicate information clearly, accurately, and completely
• Ability to record all pertinent information accurately and efficiently
• Ability to handle crisis and abusive calls in a professional and effective manner
• Ability to control the pace and flow of the inquiry/request and manage call time effectively

Here at rockITdata, we are committed to following our 10 Guiding Principles. Our Guiding Principles define our culture. They're who we are, how we work, and what inspires us to be the best. We empower our people to be themselves and encourage an entrepreneurial way of thinking. In our challenging, fast-paced environment, no day is the same.

Know the Why.

Value People Above All Else.

Transparency to a Fault.

Progress, Not Perfection.

Be Good by Doing Good.

Smart People Can Disagree.

Bend but Don't Break.

Represent Your Brand.

Think Differently.

Be Amazing, Be Fearless, Smile, Have Fun!

Interested in joining something unique? Join us on our rockIT ship as we begin to blast off to the next chapter in our organization!

rockITdata has become aware of a recruitment scam where unauthorized individuals are impersonating rockITdata recruiters, issuing fake job offers, and attempting to setup payment for the job seeker's new hire costs. No one is ever required to complete any monetary transactions before starting employment with rockITdata. Legitimate rockITdata communications only come from @rockitdata.com email addresses and our official Applicant Tracking system, JazzHR (@applytojob.com email addresses). Please refer to our official Careers page at to accurately submit your application with us. You may also verify any suspicious communication by contacting our recruitment team directly through our official email, View email address on click.appcast.io.

rockITdata is an equal opportunity employer and is committed to non-discrimination in all employment practices and decisions. All qualified applicants will receive consideration for employment without regard to disability status, veteran status or any characteristic protected by Federal, state, or local law.

rockITdata wants all interested and qualified candidates to be able to use our career site to review and apply for employment opportunities. If you have a disability and need an accommodation to access the application process, please contact us for assistance at View email address on click.appcast.io.