Health Advocate

Manager

• Provide telephonic and/or live chat needs assessment and screening while managing an inbound EAP phone/chat queue
• Deliver brief, solution-focused, in-the-moment supportive interventions and psychoeducation for concerns including stress, anxiety, grief, relationship issues, and substance use
• Conduct risk assessments for members presenting with concerns such as: suicidal ideation; thoughts of harm to others; substance use issues; risk for abuse or violence
• Provide crisis intervention and stabilization, including safety planning and connection to urgent or emergent resources when indicated
• Explain EAP clinical and work/life benefits and provide individualized recommendations to meet each member’s needs and goals
• Connect members to EAP services and/or health insurance or community resources and follow up to support successful engagement and connection to services, as clinically appropriate
• May provide consultation and support to HR and Managers regarding employee performance concerns, crisis support, or other issues within EAP scope, while maintaining professional boundaries and confidentiality
• Document all interactions and activities accurately and timely in the electronic case management system
• Adhere to ethical standards, clinical best practices, and confidentiality requirements, including HIPAA and applicable regulations
• Participate in individual supervision, team meetings, and case consultation
• Collaborate effectively with colleagues to ensure high-quality member care

EAP Care Manager

Client Services Representative

• Responsible for implementation, communication, and maintaining a strong client relationship with assigned high-level clients ensuring internal resources are available to accommodate client installations, changes, and reporting requests while adhering to corporate and departmental policies and procedures.
• Serve as the primary contact and liaison for the sales team and assigned high-level clients to ensure smooth processing of client data uploads and installation into the core operations system.
• Perform critical information gathering and interpretation of data concerning client specifications about products, structure, billing, and eligibility.
• Review and interpret healthcare benefits documents including Summaries of Benefits & Coverage (SBCs), Summary Plan Descriptions (SPDs), and Formularies.
• Act as a project facilitator between sales and the operations team and create and distribute implementation plans to ensure timely delivery of assigned client installation services.
• Provide support to assigned high-level accounts by responding to inquiries or resolving issues of concern, tracking resolutions of issues, and following up with other internal departments as necessary in a timely manner.
• Escalate issues to internal teams as necessary to ensure problems and concerns are addressed in a timely manner and coordinate the efforts of other teams and relay the information back to client.
• Conduct proactive business reviews through analysis and interpretation of data and make recommendations to clients based on the findings of the review.
• Identify and execute opportunities for up-sales with clients as applicable.
• Ensure complete and accurate documentation of every client interaction in order to keep track of services being provided and provide internal teams a source to obtain information regarding client activities.
• Respond to client requests through a variety of channels (e.g., phone, email, chat, etc.).
• Attend client events to ensure personalized touch point opportunities.

Client Service Manager

Affiliate Manager

• Your primary accountability is to recruit, verify, document, and maintain a compliant and responsive affiliate behavioral health network aligned with operational demand.
• Maintain a pipeline of qualified affiliate counselors and behavioral health professionals.
• Proactively identify regional coverage gaps and escalate needs appropriately.
• Ensure screening activities are documented accurately and timely.
• Verify contractor licenses and certifications through appropriate state databases.
• Conduct phone screenings to evaluate qualifications and review compensation structure.
• Serve as a point of contact for affiliate counselors and behavioral health professionals.

Affiliate Relations Associate

Operations

• Oversee the daily workflow and performance of assigned Operations and Customer Service associates
• Monitor calls and audit case files daily to ensure proper target resolution is identified
• Coach, mentor, and evaluate team members
• Provide guidance and support in handling complex cases
• Ensure teams meet or exceed performance standards and role expectations

Service Operations Supervisor – Shift 11:30 am–8:00 pm or 12:30–9:00 pm EST

• Responsible for overseeing the daily tasks and workflow of assigned team of associates/ specialists by providing direction and structure and aiding to answer questions using knowledge of services and benefits to help guide employees and perform necessary on the job training.
• Responsible for the administrative functions and supervision of an operations unit, including backlog and quality management for a team of Operations/Customer Service associates.
• Provide organization, direction and staffing for all assigned service calls and case load assignments.
• Monitor calls and audit case files daily to ensure target resolution is identified and case is closed at or near the target resolution.
• Ensure assigned staff members meet or exceed the standards, results, and responsibilities of their respective positions.
• Coach, mentor, and evaluate performance of the assigned team.
• Assist in the selection, counseling, and discipline of all staff on the team.
• Provide oversight and direction to staff for assigned cases.
• Responsible for problem-solving issues and coordinating efforts with internal departments and subject matter experts.
• Provide healthcare benefit and claims consultation and support when appropriate to all internal departments.
• Routinely evaluate and monitor service calls and case management procedures to recommend any necessary changes to the Operations Manager.
• Escalate cases through the appropriate channels.

EAP Care Manager

Client Service Manager

Affiliate Relations Associate

Service Operations Supervisor – Shift 11:30 am–8:00 pm or 12:30–9:00 pm EST

Service Operations Supervisor – Shift 10:00 am - 6:30 pm or 10:30 am - 7:00 pm EST