AllOne Health

Account Manager

• Serve as the primary liaison between the organization and assigned EAP client accounts
• Build and maintain strong relationships with client HR teams, leadership, and stakeholders
• Conduct regular check-ins and strategy meetings to understand client needs, adjust programming accordingly, and ensure satisfaction with EAP services
• Act as a trusted advisor to customer points of contact to provide program support and offer insights into organizational challenges
• Coordinate the onboarding process for new clients, including service delivery setup, training, and communication plans
• Collaborate with internal teams to customize program offerings based on client-specific goals and organizational culture
• Provide ongoing support to customer points of contact, addressing inquiries, concerns, or escalations promptly and effectively
• Develop and execute engagement strategies to promote EAP awareness and utilization among client employees
• Deliver presentations, webinars, and training sessions to employees and management on available EAP services and wellness topics
• Analyze utilization data to identify trends and recommend strategies to improve employee engagement and program impact
• Prepare and present regular reports to clients, summarizing program usage, outcomes, and areas for improvement

Client Relations Manager

Intake Specialist

• Remain actively logged into on-call telephone queues as assigned in order to fulfill duties.
• Use frontline customer service skills to generally determine the prevailing needs of clients and what they require from EAP services.
• Screen for safety issues, domestic violence (DV), substance abuse, and other high-risk considerations, and connects clients immediately to on-call counselors when needed.
• Completes EAP Intake Forms in the EAP Expert database system.
• Assign EAP staff or affiliates to client cases when appropriate.
• Serve a primary role in connecting clients to affiliate providers in their geographic area, or to EAP staff professionals for services.
• Provide general information and referrals to subject matter experts in areas such as legal concerns, financial issues, and work-life challenges.
• Demonstrate sensitivity to the unique confidentiality and customer service needs of both member employee and dependent clients, and employer-customer clients.

Advocate

• Assist clients in navigating healthcare, elder care, and community support systems
• Provide education and guidance regarding healthcare services, benefits, care options, and available resources
• Support clients and family members in understanding healthcare processes and advocating for their own care needs
• Research and identify appropriate resources, referrals, and support services based on individual client circumstances
• Maintain accurate documentation of client interactions and resource recommendations
• Communicate effectively with clients, healthcare providers, community agencies, and other stakeholders while adhering to confidentiality requirements
• Collaborate with internal teams and external organizations as needed to support client outcomes

Medical and Eldercare Advocate

Counselor

• Perform clinical work including intake, assessment, crisis management, short-term counseling, resource referrals, and case management follow up
• Responsible for providing clinical services at the point of employee or dependent client interface, telephonically, in office, or on the customer workplace site
• Provides management and organizational consultations to employer customer contacts
• Responds to workplace trauma, crisis, and loss
• Enters relevant client interface data into the EAP Expert database system on a routine basis, immediately following the point of service
• Perform other related duties as needed and/or required and maintain a high level of productivity

EAP Triage Counselor

Recruitment

• Identify, recruit, and contract with mental health providers to meet network needs
• Conduct outreach to potential providers with underrepresented specialties and markets
• Facilitate the contracting process with providers
• Assist providers through the credentialing process
• Provide guidance on recruitment procedures and support process improvements
• Maintain accurate records of outreach, contracts, and onboarding milestones
• Work with Marketing, Legal, Compliance, and Provider Relations teams to align strategies

Client Relations Manager

Intake Specialist

Medical and Eldercare Advocate

EAP Triage Counselor

Provider Recruiter