ComPsych

Account Manager

• Manage the overall customer satisfaction and profitability of many of ComPsych’s largest customers, including managed care accounts
• 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
• 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 wholesale business partners and work with those partners on opportunities for product enhancements, marketing strategy and upselling opportunities
• Investigate, track and resolve customer and client concerns
• Manage complex customer issues and escalations, coordinating with cross-functional teams and utilizing independent judgement to determine solutions that balance customer needs and internal considerations
• Identify and advance process improvements, knowledge sharing, and operational efficiencies to enhance overall service delivery
• Prepare utilization, related analyses and trend reports to evaluate and proactively recommend process improvements
• Establish and build strong working relationships with ComPsych’s business leaders and team members
• Perform other duties as assigned

Senior Account Manager

Backend Engineer

• analyzing user requirements and defining functional specifications using Agile methodology
• Designing web-based applications using Java and J2EE technologies
• Developing the GUI, Spring MVC and Entity framework
• Developing prototypes and proofs of concept for proposed solutions
• Participating in application demonstrations with users and enhancing user experience
• Developing J2EE design patterns
• Developing UML class diagrams and sequence diagrams
• Enhancing the front-end of the application using Java, HTML, CSS, jQuery, JavaScript, Spring, XML, and MySQL
• Creating and consuming Web Services, such as RESTful and SOAP
• Developing and leveraging established component libraries (RichFaces and PrimeFaces)
• Implementing custom JSF composite components
• Developing and implementing test validations of the applications using JUnit
• Analyzing test results and recommending modifications to the applications to meet project specifications
• Optimizing and performance tuning developed applications
• Participating in the deployment of the applications into existing systems and databases using Maven and Jenkins
• Maintaining version control using Git
• documenting modifications and enhancements made to the applications, systems and databases as required by the project.

Java Developer II

Bilingual

• Oversees a unit of master’s level clinicians and provides direction and coaching, when needed
• Manage the operations of the office, including maintaining effective and efficient operations systems and services
• Manage complicated inquiries, educate providers/clients and reconcile inconsistencies and procedural difficulties
• Oversee key operation metrics such as: call monitoring, queue management, productivity, quality of delivery and documentation
• Monitor daily activities within the department, including but not limited to provider requests, service requests, staff scheduling
• Partner with the leadership team to appropriately position ComPsych's value proposition with beneficial solutions to meet your customers' needs
• Represent Operations in Partnership meetings, as needed
• Deliver continuous training for staff regarding implementation of new services, programs and accounts
• Travel is necessary to meet new and existing customers (approximate travel required is 10%)
• Perform other duties as assigned

Bilingual Clinical Manager, Behavioral Health

Operations

• Own end-to-end execution of strategic initiatives that reimagine employee experience through digital, real-time, OMNI channels (web, mobile, IVR, chatbot).
• Lead the modernization of legacy, manual processes through intelligent automation, including AI, OCR, RPA, and straight-through processing.
• Translate future-state strategies into executable plans, funding cases, go to market strategies, and governance models.
• Lead initiatives from early concept and business case through implementation, adoption, and value realization.
• Act as the accountable delivery lead for complex, high-visibility programs with material operational and experience impact.
• Partner with Product & Technology and Operations to scale automation responsibly, improving speed, accuracy, and compliance while reducing unit cost and dependency on manual effort.
• Execute the Right Work | Right Role | Right Time workforce model by:
• Defining clear role segmentation
• Ensuring seamless OMNI handoffs when digital resolution is not possible
• Partner with Operations, HR, and Finance to align workforce design, training, and capacity planning to the future-state model.
• Support reinvestment of automation savings into higher-value specialist roles and experience improvements.
• Establish and operate strong program governance, escalation paths, and executive reporting mechanisms.
• Act as a trusted partner to senior leaders, providing clear insights, decision support, and execution intelligence.
• Track and report benefits realization, ensuring value is sustained post-implementation.

Director of Strategic Operations Initiatives – Absence

• Serve as the primary operational point of contact for strategic partners, leading recurring operational reviews and performance syncs
• Foster a culture of accountability, continuous improvement, and "partner-first" thinking across operational teams
• Establish and maintain accountability by tracking partner-identified action items and driving timely execution
• Ensure transparency into operational performance, risks, and improvement initiatives. Act as the Voice of the Partner with Product and Engineering teams, advocating for partner-specific feature enhancements and infrastructure needs
• Translate partner business requirements into clear technical and operational inputs to ensure roadmap priorities address real-world operational challenges
• Develop data-driven narratives that translate operational metrics into strategic insights for Quarterly Business Reviews (QBRs) and executive briefing
• Influence stakeholders through clear storytelling, executive presence and fact-based recommendations
• Confidently present strategies, performance updates, and recovery plans to both C-Suite internal leaders and external partner stakeholders
• Serve as the final escalation point for complex, high-risk partner issues, navigating gray areas to find win-win solutions
• Identify systemic operational gaps and implement long-term structural fixes rather than temporary patches
• Work collaboratively with internal and external stakeholders to resolve any operational issues
• Design and refine operational processes that maximize throughput in claims and minimize call center wait times while preserving quality and empathy.
• Lead, coach and develop teams to ensure consistent, high-performing daily operations
• Optimize workforce management to effectively balance peak demand and service levels
• Drive scalable solutions that support growth without compromising the partner or customer experience
• Other duties and projects assigned
• Travel as necessary

Director of Partner Operations – Absence

Systems Engineer

• Design, implement, and manage Windows-based infrastructure solutions.
• Troubleshoot and resolve complex issues in Windows systems, Active Directory, M365 products, and Azure to ensure high availability and performance.
• Maintain and optimize Azure cloud services, ensuring scalability, security, and performance.
• Provide support for commonly used corporate applications, ensuring smooth operations and quick resolution of issues.
• Manage and deploy patches to Windows OS systems using SCCM.
• Manage SAN storage devices.
• Assist with support of VMware environments, including virtual machine creation and maintenance.
• Collaborate with cross-functional teams to ensure IT infrastructure aligns with other IT and business units.
• Monitor system performance and troubleshoot issues to minimize downtime.
• Manage backups and business continuity solutions.
• Implement and cable new hardware, i.e., servers, storage, etc.
• Document systems configurations, processes, and procedures for future reference and training.
• Stay updated with the latest industry trends and best practices to recommend innovative solutions.
• Other tasks as required.

Customer Support

• Lead, coach, and develop the customer experience team to achieve individual and team performance goals.
• Train and onboard new team members and support ongoing professional development.
• Monitor individual and team KPIs, including call/chat volume, response time, quality, and resolution rate.
• Assist with training initiatives based on performance trends and data insights.
• Handle escalated customer issues, ensuring timely and effective resolution.
• Identify root causes of customer dissatisfaction to improve the overall customer experience.
• Lead customer experience improvement projects and change initiatives.
• Represent Operations in partnership meetings to address customer concerns and provide operational insights.
• Collaborate with Product, Sales, and Engineering teams to communicate customer feedback and influence product/service enhancements.
• Develop and execute strategies to meet company business goals and enhance service delivery.
• Analyze customer trends, compile reports, and provide actionable insights to Operations and leadership.
• Maintain knowledge base and self-service resources to support customers and internal teams.
• Ensure consistent, professional communication across all customer support channels (phone, email, chat).
• Prepare reports on customer trends, team performance, and improvement opportunities.
• Provide trend analyses regarding customer issues and operational procedures.
• Stay current on the latest industry trends, techniques, and best practices in customer experience and support.
• Perform all other duties as assigned to support the team and organizational goals.

Senior Manager of Customer Experience – Absence

• Serve as the primary operational point of contact for strategic partners, leading recurring operational reviews and performance syncs
• Foster a culture of accountability, continuous improvement, and "partner-first" thinking across operational teams
• Establish and maintain accountability by tracking partner-identified action items and driving timely execution
• Ensure transparency into operational performance, risks, and improvement initiatives.
• Act as the Voice of the Partner with Product and Engineering teams, advocating for partner-specific feature enhancements and infrastructure needs
• Translate partner business requirements into clear technical and operational inputs to ensure roadmap priorities address real-world operational challenges
• Develop data-driven narratives that translate operational metrics into strategic insights for Quarterly Business Reviews (QBRs) and executive briefing
• Influence stakeholders through clear storytelling, executive presence and fact-based recommendations
• Confidently present strategies, performance updates, and recovery plans to both C-Suite internal leaders and external partner stakeholders
• Serve as the final escalation point for complex, high-risk partner issues, navigating gray areas to find win-win solutions
• Identify systemic operational gaps and implement long-term structural fixes rather than temporary patches
• Work collaboratively with internal and external stakeholders to resolve any operational issues
• Design and refine operational processes that maximize throughput in claims and minimize call center wait times while preserving quality and empathy.
• Lead, coach and develop teams to ensure consistent, high-performing daily operations
• Optimize workforce management to effectively balance peak demand and service levels
• Drive scalable solutions that support growth without compromising the partner or customer experience.

Director of Absence Partner Operations

Counselor

• Provide short-term counseling and crisis intervention as needed
• Facilitate referrals into the benefit plan or community resources
• Provide supervisory consultations and support for work-related issues
• Monitor employer-related referrals through completion of services
• Manage Critical Incident Stress Management (CISM) debriefings
• Complete employee/management orientations regarding the Employee Assistant Program’s role and services
• Provide training and lunch-and-learn services
• Other duties as assigned

EAP Counselor

Senior Manager, Customer Experience – Absence

Implementation Specialist

• Use independent judgement and discretion to implement AbsenceResources accounts that are newly transitioned from the sales team.
• Establish and build strong working relationships between ComPsych team members and AbsenceResources team members.
• Act as the direct liaison between Human Resources professionals and AbsenceResources during the implementation process.
• Demonstrate a thorough understanding of the assigned accounts' absence policies and related benefits.
• Conduct external training to provide information and guidance on leave of absence compliance to the customer during the implementation process.
• Develop a business and communication plan with Human Resources professionals to successfully promote AbsenceResources services.
• Investigate and resolve account concerns during the implementation process in order to maintain a smooth transition into AbsenceResources services.
• Perform other duties as assigned