Call Center EAP Agent

Do you crave a career that truly makes an impact in people’s lives? Do you thrive on problem-solving and finding solutions? Join a dedicated, tight-knit team that creates an immediate and meaningful impact every day.

Leidos QTC Health Services is seeking Call Center EAP Agents who are responsible for delivering confidential support, consultation, education, and referral services to individuals seeking assistance with behavioral health and work/life concerns. This role provides professional guidance across a broad range of personal and workplace challenges while ensuring high-quality service delivery and adherence to established standards. 

Primary Responsibilities:

• Provide telephonic and chat-based support in a high-volume, 24/7 contact center environment. 

• Conduct comprehensive assessments to identify participant needs related to Employee Assistance Program (EAP) and work/life services. 

• Offer consultation and resource referrals for areas including childcare, parenting, eldercare, education, legal and financial matters, employment concerns, emotional well-being, relationship challenges, short-term problem resolution, health and wellness, and specialty services. 

• Assess risk, respond to crisis situations, and provide appropriate intervention and de-escalation. 

• Identify high-risk cases and facilitate referrals to appropriate community or clinical resources. 

• Accurately document cases in accordance with organizational policies and professional standards. 

• Conduct follow-up outreach and complete mandated reporting as required. 

• Research and provide tailored referrals, tools, and educational materials. 
• Support special projects and additional duties as assigned based on business needs. 

Required Qualifications:

• Master’s degree from an accredited graduate program in a behavioral health–related field (e.g., social work, psychology, marriage and family therapy, counseling, or related discipline). 

• Minimum of one year of related professional experience, preferably within an Employee Assistance Program or similar behavioral health setting. 

• Demonstrated experience in counseling, social work, or mental health services. 

• Ability to successfully pass all required background investigations and meet credentialing requirements, including verifying licensure, certifications, education, work history, and payer-specific documentation. 

• Knowledge of mandated reporting requirements related to child and elder abuse. 

• Ability to maintain a private, secure, and confidential remote workspace with reliable high-speed wired internet access. 

Preferred Qualifications:

• Strong customer service and communication skills. 

• Strong typing, electronic documentation, and research skills. 

• Proficiency with Microsoft Office applications and web-based research tools. 

• Ability to navigate multiple systems simultaneously while engaging with participants. 

About Leidos QTC Health Services

Leidos QTC Health Services collaborates closely with government and non-government customers to address current and future program needs within the health services domain. We specialize in disability-focused medical examinations, independent medical exams and review services, occupational health services, diagnostic testing, and case management solutions. As innovators, we focus on advancing technologies that improve service delivery, with a particular emphasis on enhancing accessibility for examinees in rural communities. With a proven track record of continuous improvement and steady growth, we now handle over 2 million appointments annually. Visit www.qtcm.com for more information.

Compensation and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. As a result, we offer meaningful and engaging careers to support you and your career goals, all while nurturing a healthy work-life balance. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.

This role may fall under the Service Contract Act (SCA), a federal law which provides for a U.S. Department of Labor-prescribed minimum prevailing rate of pay and certain benefit levels. Where appropriate, Company-provided benefit plans such as comprehensive leave, holiday, medical, dental, life, accident, disability coverages, retirement plan contributions, and other health and welfare benefits and payments are utilized to meet these obligations. 

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos QTC Health Services will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.