Care Coordinator

LanguageLine Solutions

About The Position

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! 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®) EMPLOYEE ASSISTANCE CARE COORD BASIC FUNCTION Responsible for providing support relating to Employee Assistance Program (EAP) clients or members; tracking and follow up with assigned members while adhering to established Standard Operating Procedures (SOP) which may include contacting member to ensure appointments have been scheduled and obtaining feedback on affiliate counseling services; performing searches to locate in network providers or facilities with availability; completing case management tasks related to active cases; triaging member calls and chats.

Requirements

Bachelor’s degree from an accredited college or university with major coursework in psychology, behavioral health, health care management, liberal arts or a related field required.
Minimum of two years of customer service, health care, or case work experience is required
Intermediate knowledge of MS Excel, Word

Responsibilities

Employee Assistance Support Functions - Responsible for providing support relating to Employee Assistance Program (EAP) clients or members while adhering to corporate and departmental policies and procedures
Assist with general client or member inquires ensuring to escalate to appropriate resource as needed
Track and follow up with assigned members while adhering to established Standard Operating Procedures (SOP) which may include contacting member to ensure appointments have been scheduled and obtaining feedback on affiliate counseling services
Process incoming voicemails and off hours call reports
Research and identify local EAP affiliate providers and care facilities with availability based on member preferences
Escalate member crisis situations to appropriate trained resources ensuring appropriate care is Received
Complete daily case management tasks as assigned by care managers
Triage incoming member calls
Provide needed documentation and applicable paperwork to affiliate providers
Maintain required documentation in an accurate and timely manner using established systems
Consistently strive to provide highest levels of client satisfaction during each point of contact with client
Maintain strict confidentiality of information provided by customer or data accessed within assigned systems
Ensure policies and procedures are in compliance with all applicable laws and regulations, including the privacy of employee health information in compliance with federal and state laws such as the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and other legislation
Research Assistance - Assist in resolving routine issues by identifying issue(s) and researching in a timely manner
Follow research through until resolution
Document all issues thoroughly maintaining department files
Continuously evaluate the status of all work efforts, ensuring all tasks are prioritized to assist in providing timely and quality services
Assist in monitoring issue trends, escalating such trends to supervisor to determine appropriate actions necessary to eliminate future occurrences and improve service levels
Team Interface/Customer Service - Establish and maintain a professional relationship with internal/external customers, team members and department contacts
Cooperate with team members to meet goals or complete tasks
Provide quality customer service that exceeds customer expectations and improves level of service being provided
Treat all internal/external customers, team members and department contacts with dignity/respect
Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided
Related Duties as Assigned - - The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents Consequently, job incumbents may be asked to perform other duties as required Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above Please contact your local Employee Relations representative to request a review of any such accommodations