EAP Care Manager needed for full-time, temp to hire, remote position. Monday to Friday (2) days 11-7:30 pm, (3) days 9-5:30 pm.
Responsible for providing first-line Employee Assistance Program (EAP) support to assigned clients or members professionally and confidentially while adhering to corporate and departmental policies and procedures. Respond to incoming calls from members or clients regarding employee assistance program inquiries ensuring to place the highest priority on clinical care. Complete the intake process for each member case ensuring to collect necessary information confidentially.
Provide assessment and referral or short-term problem resolution and referral for members ensuring to follow the case through resolution. As required, provide crisis stabilization to ensure the quick resolution of the client or member’s case. Continually assess members for risk issues and create safety plans ensuring to minimize risk. Based on department needs, provide onsite Employee Assistance Program (EAP) support to assigned clients which includes obtaining internal approval or contract review to ensure service is within the scope of service. Interface with client contacts (e.g., external supervisors, managers, human resources) regarding the benefits of products or services offered. Track and follow up with assigned EAP cases ensuring to adhere to established Standard Operating Procedures (SOP).
Problem Resolution - Proactively oversee the activities involved in the quality resolution of problems related to the area of responsibility.
Team Interfaces/Customer Service – Establish and maintain a professional relationship with internal/external customers, team members, and department contacts. Cooperate with team members to meet goals or complete tasks. Provide quality customer service that exceeds customer expectations and improves the level of service being provided. Treat all internal/external customers, team members, and department contacts with dignity/respect. Escalate to supervisor any situation outside the employee’s control that could adversely impact the services being provided.