Remote Healthcare Customer Service Jobs in Rio Rancho, NM

Education (one of the following required):

• MSW, PsyD, or PhD in a behavioral health field, OR
   
• M.A./M.S. in a behavioral health field with a clinical practice emphasis from a COAMFTE, CACREP, or CORE-accredited program
   

Licensure (must reside in NM and hold one of the following):

• LMHC
• LPCC
• LMSW 
• LCSW 
•  

Licensure Requirements: Licensure must be active and in good standing  

Location Requirements: Remote, New Mexico residency required 

• Comprehensive medical, dental, and life insurance
   
• 401(k) program with company match
   
• Company-matched student loan repayment program
   
• Short- and long-term disability (STD/LTD)
   
• Employee Assistance Program (EAP)
   
• Accrued PTO (earn up to 4 weeks in your first year)
   
• Opportunities for professional growth and advancement

Compensation & Incentives

In addition to base hourly pay, our crisis counselors are eligible for the following incentives:

• + $1.00/hour -  Employees who voluntarily commit to both Saturday and Sunday on their recurring schedule receive a $1.00 increase to their base pay post-training.
   
• + $1.00/hour -  for working a full 40-hour schedule in the workweek post-training
• Shift Differentials: Hourly shift differentials ranging between two and six dollars may be applied on an hourly basis, depending on your shift and tenure with the organization. These details will be provided at the time of offer to help you prepare for schedule confirmation with the Scheduling Team.

Protocall Services is a nationally recognized leader in behavioral healthcare and crisis intervention, supporting organizations across the U.S. and Canada. For five consecutive years, we have been awarded “Top Workplace” honors for our strong culture, mission-driven work, and commitment to employee well-being.

We serve a wide range of nearly 700 different organizations nationwide, including Community Mental Health Centers, Certified Community Behavioral Health Clinics, Managed Behavioral Healthcare Organizations, University counseling centers, and Employee Assistance Programs following our brief immediate support model. As a remote-first organization headquartered in Portland, Oregon, our staff operate with excellence, compassion, and integrity while providing 24/7 telephonic support to individuals with various degrees of need.

As a Crisis Counselor, you will be a telephonic first responder, delivering compassionate emotional support, risk assessment, crisis intervention, and stabilization services. You will engage with callers experiencing a broad range of emotional, behavioral, and situational challenges. This role requires emotional resilience, exceptional communication skills, and a strong ability to multitask while maintaining clarity and professionalism. While many calls involve acute needs, not all calls are crisis calls; some are administrative or supportive in nature. Regardless of the call type, you will ensure each caller receives professional, solution-focused care and a high-quality service experience.

• Provide empathetic, ethical, and professional telephonic support to individuals experiencing distress or seeking guidance.
   
• Build rapport, actively listen, and foster client engagement.
   
• Assess emotional and behavioral health concerns, including levels of risk and urgent safety issues.
   
• Provide resources, coping strategies, referrals, and safety planning.
   
• Intervene appropriately in emergent situations.
   
• Maintain accurate, timely, and clinically sound documentation.
   
• Multitask effectively while navigating multiple software systems.
   
• While working from home, to maintain HIPAA compliance and ensure focus, we ask our crisis counselors to have a distraction-free, private office space with a door that locks. Along with hard-wired broadband or fiber internet with speeds of at least 10 Mbps that is not susceptible to frequent outages; satellite and cellular-based services (including Starlink, Viasat, Verizon 5G Cellular, T-Mobile 5G Cellular, etc.) are not permitted.  

• Six-Week Paid Virtual Training Cohort: Monday–Friday, 8:00 AM to 4:30 PM PST
  A structured onboarding program including skills development, role-playing, mentored live call work, and crisis-care foundations. Successful completion is required for continued employment.
   
• Remote Scheduling: Upon graduation from training, you will transition to your regular schedule, developed in collaboration with our Scheduling Department. Regular availability on weekends and holidays is required.
   

Work at Protocall is inherently stressful given the nature of our mission. It is the basic responsibility of each employee to manage their stress in a way that sustains our commitment to the highest level of client care, customer service, professional conduct, and a supportive work environment. 

Protocall Services Inc. is an Equal Opportunity Employer. We believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, national origin, and all of the other fascinating characteristics that make us different