About the Role
Title: EAP Care Manager Level 2
Location: United States (Remote)
Job Description:
Why is Health Advocate a great place to work? For starters, Health Advocate employees enjoy helping people every single day. Employees are given the training they need to do their jobs well, and they work with supervisors and staff who are supportive and friendly. Employees have room to grow, and many of Health Advocate’s supervisors are promoted from within the company. Join our award winning team!
2024:
- Excellence in Customer Service Awards: Organization of the Year (Small)
- Stevie Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner
As part of Teleperformance in the US, we were also named #95 in the 2024 ‘Fortune 100 Best Companies to Work For ‘ in the USA by Great Places to Work (GPTW )
Position Overview
This position is full-time (40 hours/week) Monday – Friday. We are currently seeking the below work schedules.
Job Summary
- Receive and respond to member intake calls
- Explains role of EAP and confidentiality
- Obtains and records intake case information in Care Management System
- Assess crisis situation and take appropriate action
- Provides referral services to EAP members
- Provides members with appropriate referral based on clinical needs, provider expertise, location, insurance coverage and affordability
- Facilitates referral process and contacts service providers or contracted EAP affiliates
- Follow up with client and/or service provider /affiliate as required per Standard Operating Procedure
- Documents all contacts with clients and pertinent others accurately, completely and concisely
- Facilitates connection or referral to other available services such as legal/financial consultation, work-life resources, or other solutions that may be available to Health Advocate members
- Provide other Employee Assistance services as assigned including case management of special needs, high risk and company -initiated referrals
- Provide telephonic services including assessment, crisis-intervention, consultation with Human Resources or other client company leadership, and brief support to members
- Collaborates with Care Managers and others to ensure compliance with SOP, to provide excellent member service and experience, and to support professional operations and environment within the EA division
- Participate in regular supervision and consultation as needed/appropriate to any case
- Develop and maintain familiarity with Health Advocate EAP Standard Operating Procedures as demonstrated by the delivery of service and performance of duties
- Maintain reliable attendance and timely arrival being ready to work as scheduled
- Maintain licenses in good standing, and related credentials if applicable
- Miscellaneous duties as assigned by Director or Executive management
Minimum Requirements
- Master’s degree in behavioral health discipline required (social work, counseling, or related human service field)
- License Required (LPC or LSW)
- Minimum three years graduate level experience, providing direct service in behavioral health setting including assessment and case management
- A combination of graduate and bachelor’s level experience, Employee Assistance or similar call center work, or direct service in a community treatment or recovery center will be considered
- Desirable, not required: CEAP, CADC, NBCC