EAP Care Manager 2

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®) Basic functions Responsible for providing Employee Assistance Program guidance and support to members and clients, as well as other EAP staff to assist in meeting our highest service standards. Includes but is not limited to escalated and/or complex cases, specialized EAP services, and maintaining a relationship with clients and vendors as may be assigned.

Requirements

Graduate degree in behavioral health discipline such as counseling, social work or related human services
Proficiency using computers including electronic database and records systems, phone and call management systems, and general office programs or applications
Minimum one year of experience in a Behavioral Health setting.
Experience doing intake screening, referrals, scheduling, case management, customer service or call center is desirable

Responsibilities

Receive and manage calls or secure chat contacts in a fast-paced setting using computerized records and call direction systems
Greet and engage callers and identify needs
Verify identity and demographics
Explain EAP services and privacy
Complete Risk Screening and intake assessments
Give and facilitate referrals to EAP providers or other appropriate services
Consult with a supervisor regarding cases presenting with identified risk to life or safety of self or others
Document all contacts clearly, concisely, and accurately
Manage calls in a respectful, professional and efficient manner
Demonstrate good listening and communication skills in all interactions
Work hours as scheduled to accomplish job functions and assigned tasks within approved work time
Manage time and priorities effectively to meet quality and production standards as presented in goals for your position
On call duties outside normal hours of operation as scheduled on a rotating basis