This is a fully remote position, open to applicants in United States.

📋 Description

• Assist Clinical Management in the daily operations of the EAP Call Center, which includes managing the queue, ensuring productivity, maintaining service quality, handling documentation, and scheduling staff.

• Offer guidance, support, consultation, and coaching to Care Advocates.

• Work alongside Clinical Management and the Client Services Team to address complex service inquiries.

• Support quality assurance efforts through call monitoring, documentation reviews, and case audits.

• Liaise with Plan Sponsors regarding the delivery of EAP/MHSA services.

• Aid in the training and development of new Care Advocates and provide ongoing training on the implementation of new services, products, and accounts.

• Facilitate service delivery by providing assessment, consultation, and referral services to employees/members of EAP/MHSA clients through telephone and other access channels.

• Conduct timely follow-ups with members, Plan Sponsors, and providers to coordinate resource allocation and evaluate the impact of EAP services.

• Ensure accurate and complete record-keeping in accordance with HIPAA and ethical standards.

⛳️ Requirements

• Master’s or Doctorate Degree in a Mental Health Discipline (e.g., Social Work, Counseling, Marriage and Family Therapy).

• A minimum of five (5) years of post-graduate clinical experience.

• Independent Clinical State License to Practice (e.g., LCPC, LCSW, LMFT, etc.).

• Previous supervisory/management experience that includes training, goal setting, and performance improvement, or extensive experience of at least one (1) year as a Care Advocate.

• Exceptional communication, time management, and multi-tasking abilities.

• Capability to critically assess and resolve complex clinical and service challenges.

• Basic understanding of the Microsoft Office Suite and Contact Management Systems.