EAP Care Manager Level 2

Why is Health Advocate a great place to work? For starters, Health Advocate employees enjoy helping people every single day. Employees are given the training they need to do their jobs well, and they work with supervisors and staff who are supportive and friendly. Employees have room to grow, and many of Health Advocate's supervisors are promoted from within the company.  Join our award winning team!

2024:

• Excellence in Customer Service Awards: Organization of the Year (Small)

• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner

As part of Teleperformance in the US, we were also named #95 in the 2024 ‘Fortune 100 Best Companies to Work For®’ in the USA by Great Places to Work (GPTW®)

EAP CARE MANAGER – LEVEL 2

Essential Job Functions

• Receive and respond to initial member or client contacts by voice, chat, or otherwise as assigned

• Explain confidentiality and services 

• Document contacts with members, clients and others accurately and concisely in electronic records

• Screen imminent risk and take appropriate action

• Provide care recommendations to meet member’s needs and preferences as appropriate

• Provide members referral based on clinical needs, provider expertise, location, insurance coverage and affordability

• Facilitate referral process and assist member to connect with the provider

• Follow up with client and/or service provider /affiliate as required per Standard Operating Procedure

• Provide other Employee Assistance services as assigned including case management of special needs, high risk and company –initiated referrals, and client support including Disruptive Event Response and consultation

• Provide services including assessment, crisis-intervention, consultation with Human Resources or other client company leadership, and brief support to members

• Collaborates with Care Managers and others to ensure compliance with SOP, to provide excellent member service and experience, and to support professional operations and environment within the EA division

• Participate in regular supervision and consultation as needed/appropriate to any case

• Develop and maintain familiarity with Health Advocate EAP Standard Operating Procedures as demonstrated by the delivery of service and performance of duties

• Maintain reliable and timely attendance as scheduled

• Maintain license in good standing, and related credentials if applicable

• Miscellaneous duties as assigned by Director or Executive management

• Perform duties of EAP on call counselor as assigned, normally (1) or (2) weeks per year

Job Requirements

• Master’s degree in behavioral health discipline required (social work, counseling, or related human service field)

• Graduate level experience, providing direct service in behavioral health setting including assessment and case management  

• A professional license (LPC, LMFT, LSW)

• Desirable, not required:  CEAP, CADC, NBCC

Company Overview

Health Advocate is the nation’s leading provider of health advocacy, navigation, well-being and integrated benefits programs. For 20 years, Health Advocate has provided expert support to help our members navigate the complexities of healthcare and achieve the best possible health and well-being. Our solutions leverage a unique combination of best-in-class, personalized support with powerful predictive data analytics and a proprietary technology platform to address nearly every clinical, administrative, wellness or behavioral health need. Whether facing common issues or an unprecedented challenge like COVID-19, our team of highly trained, compassionate experts work together to go above and beyond expectations, making healthcare easier for our members and ensuring they get the care they need.

Learn more

Health Advocate https://www.healthadvocate.com/site/

Facebook https://www.facebook.com/healthadvocateinc/

Video https://vimeo.com/386733264/eb447da080

Awards:

2023:

• National Customer Service Association All-Stars Award: Service Organization of the Year.
• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner

2022:

• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner
• Excellence in Customer Service Awards: Organization of the Year (Small)
• Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver)

2021:

• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Silver Winner
• Stevie® Awards for Sales & Customer Service: Most Valuable Response by a Customer Service Team (COVID-19). Bronze Winner
• Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver)

2020:

• National Customer Service Association All-Stars Award: Organizations of 100 or Greater, Runner-Up
• Communicator Award of Distinction: October 2019 Broker News
• MarCom Awards: Gold, COVID Staycation Ideas brochure
• MarCom Awards: Platinum, 2021 Well-being Calendar
• Best in Biz Awards: Most Customer-Friendly Company of the Year - Medium category (Silver)

Physical Requirements:
This position is primarily sedentary, requiring prolonged sitting while performing administrative tasks. The role involves extensive use of a computer for typing, using a mouse, and reading information on a screen for extended periods. Additionally, frequent phone use is required for communication with team members, clients, or external parties. Essential physical functions include fingering, grasping, pulling hand over hand, and repetitive motions, all necessary for navigating software, entering data, and interacting with electronic documents.

Mental and Cognitive Requirements:
The role demands strong concentration and attention to detail to complete tasks accurately. Critical thinking and problem-solving skills are necessary to address issues that may arise in day-to-day duties. Effective verbal and written communication skills are essential for responding to inquiries and collaborating with others.

Work Environment:
This position is typically remote, requiring a home office environment with appropriate lighting, a computer, and phone access. The workspace should be free from distractions to ensure effective focus and productivity during work hours.

Health Advocate is an Equal Opportunity Employer that does not discriminate on the basis of race, color, sex, age, religion, national origin, citizenship status, military service and veteran status, physical or mental disability, or any other factor not related to job requirements. We respect and value diversity, and are committed to the principles of Equal Employment Opportunity.

VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans.

PAY TRANSPARENCY NONDISCRIMINATION PROVISION

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-I.35(c)