ComPsych

Customer Support

• Calculate weekly, monthly, quarterly and yearly productivity numbers.
• Prepare researcher supervision and audit packets.
• Prepare and ship comprehensive referral packets.
• Create monthly utilization trend analytics.
• Track and manage all supplies.
• Calculate shipping costs and track bundles delivered.
• Order and track Creative Services and outside vendor requests.
• Update, prepare and maintain sample requests for sales department.
• Proofread and edit documents for accuracy.
• Complete special projects as necessary or requested by Director.
• Maintain time off calendar and team lists.
• Complete FamilySource client requests.
• Sort and scan incoming mail.
• Collect returned checks and mail time-sensitive letters.

Operations Support Specialist – Work Life Services

Account Manager

• Serve as expert for ComPsych services with customers and exhibit a thorough understanding of absence management, departmental procedures and tools.
• Use independent judgement and discretion when handling matters related to assigned accounts.
• Maintain and develop relationships with assigned customers, ensuring the company’s goals are met and clients’ needs are addressed with assigned book of business.
• Investigate, review, and resolve client concerns and communicate resolution or partner on next steps to ensure customers satisfaction.
• Serve as trusted advisor to client during implementation and post-implementation
• Retain, grow, and expand book of business by identifying opportunities to expand services with additional products
• Support other Account Managers with servicing large/complex accounts through verbal and electronic correspondence
• Create and build strong working relationships with ComPsych’s business leaders to provide the best service to our customers
• Maintain a professional demeanor in order to represent ComPsych’s values and standards on a daily basis
• Work independently as well as foster a positive team environment to best serve our customers

Account Representative – Absence

Learning and Development

• Responsible for overseeing the day-to-day operations of the Absence Training Team
• Develop and implement a long-term strategic vision for the training department, aligning with overall business goals and operational needs for both call and claims functions
• Design and build a scalable and adaptable training framework and infrastructure to support the ongoing development of our workforce
• Lead the continuous evolution of training programs for new hires and existing staff in both call and claims, ensuring relevance, engagement, and effectiveness
• Identify future training needs and proactively develop strategies to address them, considering evolving industry best practices and regulatory changes
• Strategically plan and schedule all training initiatives, optimizing trainer allocation and resource utilization across both call and claims training
• Oversee the development and curation of engaging and effective training materials and resources, exploring innovative platforms and tools beyond traditional documentation (e.g., e-learning modules, interactive simulations)
• Manage and prioritize training requests from various departments, ensuring alignment with strategic priorities and resource capacity
• Serve as a key strategic partner and stakeholder in operational projects and process planning, providing expert input on training implications for both call and claims workflows
• Collaborate closely with operational leaders in both call and claims to understand their specific training needs, performance goals, and post-training support requirements (e.g., nesting, mentorship)
• Actively participate in the planning and execution of ad hoc trainings related to process changes, new regulations, and system updates impacting both call and claims
• Lead, mentor, and develop a team of trainers, fostering a culture of continuous improvement and excellence in adult education practices
• Establish clear performance expectations, provide regular feedback and coaching, and conduct annual performance reviews for training team members
• Drive the ongoing professional development of trainers, keeping them abreast of current trends in corporate training and adult learning methodologies
• Establish metrics to evaluate the effectiveness of training programs across both call and claims, analyzing data to identify areas for improvement and optimize learning outcomes
• Champion a culture of continuous improvement within the training department, proactively seeking innovative approaches and technologies to enhance the learning experience
• Collaborate in addressing quality concerns and developing training-related action plans to improve performance in both call and claims operations

Senior Absence Training Manager

• Calculate weekly, monthly, quarterly and yearly productivity numbers.
• Prepare researcher supervision and audit packets.
• Prepare and ship comprehensive referral packets, following the ComPsych branding and quality standards for all remote employees as needed.
• Create monthly utilization trend analytics as well as industry type trends for director to present at sales and account services meetings, including Excel pivot charts.
• Track and manage all supplies and ensure timely reorder within budget limits.
• Calculate shipping costs and track bundles delivered for reporting and budgeting purposes.
• Order and track Creative Services and outside vendor requests while maintaining budget allowance.
• Submit JIRA requests as necessary to request reporting additions or changes.
• Update, prepare and maintain sample requests for sales department and FamilySource samples.
• Proofread and edit documents for accuracy, ensuring that all materials for FamilySource are clear, professional and consistent with organizational standards.
• Complete special projects as necessary or requested by Director including Excel pivot charts or other reporting tools.
• Provide basic office overviews for new hires as needed.
• Maintain time off calendar and team lists for FamilySource team.
• Complete 15 FamilySource client requests per week, providing 3-5 verified referrals per request.
• Sort and scan incoming mail on designated mail days, ensuring timely distribution to the appropriate operations team.
• Collect any returned checks, scan and send to Data Entry.
• Mailtime-sensitive Managed Care letters to clients and facilities, certifying Inpatient, Residential, PHP, and IOP treatment.
• Print and mail documents to support GRU and Network as needed.
• Work independently as well as foster a team environment by providing assistance when needed.
• Perform other duties as assigned.

Operations Support Specialist – Worklife, Onsite

• Calculate weekly, monthly, quarterly and yearly productivity numbers.
• Prepare researcher supervision and audit packets.
• Prepare and ship comprehensive referral packets following ComPsych branding and quality standards.
• Create monthly utilization trend analytics and industry type trends for director.
• Track and manage all supplies and ensure timely reorder within budget limits.
• Calculate shipping costs and track bundles delivered for reporting and budgeting purposes.
• Order and track Creative Services and outside vendor requests while maintaining budget allowance.
• Submit JIRA requests as necessary.
• Update, prepare and maintain sample requests for sales department.
• Proofread and edit documents for accuracy.
• Complete special projects as necessary or requested by Director.
• Provide basic office overviews for new hires.
• Maintain time off calendar and team lists.
• Complete 15 FamilySource client requests per week.
• Sort and scan incoming mail on designated mail days.
• Collect any returned checks, scan and send to Data Entry.
• Mail time-sensitive Managed Care letters.

Operations Support Specialist – Worklife and Onsite

Network Engineer

• Identify, recruit, and onboard high-quality behavioral health professionals
• Implement a range of traditional and creative sourcing strategies
• Lead and execute international recruitment efforts
• Assess provider credentials, experience, and fit
• Negotiate provider rates
• Maintain up-to-date knowledge of behavioral health industry trends
• Collaborate with internal teams to support network expansion initiatives
• Conduct interviews over the phone and via Zoom/Teams
• Educate and coach managers on behavioral interviewing techniques
• Support continuous improvement efforts by identifying trends in provider recruitment

Network Specialist – Provider Recruiter

Consultant

• Provide phone and chat support by conducting comprehensive clinical assessments and referring clients to appropriate resources, including therapists, counselors, and relevant wellbeing services.
• Conduct client assessments and apply coaching methodologies to develop personalized health and wellbeing strategies that promote positive behavior change.
• Ensure compliance with departmental protocols, industry best practices, and client-specific requirements to guarantee high-quality service delivery.
• Deliver services in a culturally competent, inclusive, and respectful manner to individuals from diverse backgrounds with varied needs.

Guidance Consultant

• Administer and adjust Family Medical Leave Act (FMLA), State, ADA, and company leaves as mandated by state and federal guidelines and in coordination with our customer’s policies
• Handle high volume of incoming calls in a prompt and professional manner
• Provide efficient and professional follow-up via phone and email to ensure the timely processing of leave requests
• Communicate clearly and concisely with callers while identifying their needs and educating them on leave concepts and next steps
• Meet & adhere to attendance and schedule, production and performance metrics, and quality goals
• Maintain complete and accurate documentation of leaves within our proprietary database
• Demonstrate respect, sensitivity, confidentiality, and understanding for the caller’s circumstance while maintaining professionalism at all times
• Maintain a positive, empathetic, and professional behavior towards the customers at all times
• Provide accurate, professional, and timely responses to communications from internal and external clients
• Prioritize and organize daily responsibilities in order to meet all deadlines
• Engage in ongoing education and training around laws, policies and service delivery
• Provide innovative ideas that can support the ongoing growth of the Absence Department
• Other duties as assigned

Customer Experience Specialist

• Telephonically address client concerns by conducting clinical intakes and referring clients to the appropriate resources, such as to a therapist or counselor.
• Ensure adherence to departmental protocols, best practices, and customer requirements to maintain compliance and high-quality service delivery.
• Using critical thinking and problem-solving skills, quickly resolve issues and identify resources to ensure a positive client experience and complete satisfaction.
• Educate client about resources, eligibility, and services with a positive and professional approach.
• Maintain complete and accurate documentation of cases within our proprietary database.
• Maintain awareness of emerging behavioral health trends and best practices to enhance service delivery.
• Collaborate with internal teams to ensure continuity of care and alignment with client-specific service expectations.
• Other duties as assigned.

Guidance Consultant – Clinical EAP Intake and Triage

Bilingual

Bilingual Guidance Consultant – Clinical EAP Intake and Triage

• Maintain and develop relationships with assigned clients, ensuring the company’s goals are met and clients’ needs are addressed
• Use independent judgement and discretion when handling matters related to assigned accounts
• Exhibit excellent interpersonal and customer service skills when responding to client inquiries as well as resolving issues
• Retain and grow book of business by meeting customer satisfaction ratings and by identifying upselling opportunities, creating marketing strategies and collaborating on product enhancements
• Understand ComPsych's services and value proposition to advocate the benefits of our products and services to our customers
• Implement and manage the effective delivery of your customers' programs including communication strategies, customer training, issue resolution and utilization reporting
• Create retention strategies with Director, Account Services to create account planning for customers yearly
• Work with customers to understand and determine the appropriate delivery of ComPsych’s products and services resulting in customized communication strategies and training
• Schedule quarterly face-to-face meetings or conference calls with customers to discuss their goals, status and utilization
• Support other Account Managers with servicing large/complex accounts through verbal and electronic correspondence
• Create and build strong working relationships with ComPsych’s business leaders to provide the best service to our customers
• Maintain a professional demeanor in order to represent ComPsych’s values and standards on a daily basis
• Perform other duties as assigned

Account Representative – Behavioral Health

• Manage the overall customer satisfaction and profitability of many of ComPsych’s largest customers
• Retain and grow your book of business by meeting customer satisfaction ratings and identifying upselling opportunities
• Demonstrate a thorough understanding of your customers' business, human capital and benefits concerns
• Position ComPsych's value proposition with beneficial solutions to meet customers' needs
• Provide project management, communication strategy development, internal staff training and customer staff training
• Establish strong relationships with partners and work with those partners on opportunities for product enhancements
• Investigate, track and resolve customer and client concerns
• Manage complex customer issues and escalations, coordinating with cross-functional teams
• Identify and advance process improvements and operational efficiencies
• Prepare utilization, related analyses and trend reports to recommend process improvements

Senior Account Manager – Behavioral Health

• Own and manage the overall customer satisfaction and retention of many of ComPsych’s customers
• Meet goals of client retention and account growth by meeting customer satisfaction rating metrics and identifying upsell opportunities
• Demonstrate a thorough understanding of your customers' business, human capital, and benefits concerns
• Appropriately position ComPsych's value proposition with beneficial solutions to meet your customers' needs
• Provide project management, communication strategy development, internal staff training, and customer staff training to newly implemented accounts
• Establish a strong relationship with your clients
• Investigate, track, and resolve customer and client concerns
• Prepare utilization related analysis and trend reports to evaluate and proactively recommend improvements
• Establish and build strong working relationships with ComPsych’s business leaders and team members
• Other duties as assigned

Account Manager – Absence

Absence Account Manager

Product Manager

• Act as a product leader for ComPsych’s platform and API integrations
• Lead workshops and other cross functional exercises to explore product opportunities
• Articulate a compelling product vision and inspire cross-functional teams to rally around it
• Engage with customers and lending product thought leadership in support of further product development, customer success, and business development activities
• Synthesize market needs into technical product requirements
• Define the value of every integration
• Lead technical discovery workshops with external partners and internal stakeholders
• Own, manage, and prioritize the integration backlog
• Own the quality of API documentation and integration guides
• Enable customer-facing teams with product knowledge and direction
• Maintain accurate, timely and compliant documentation within all departmental and company systems