- Qualification MSW
EAP Care Assistance: Responsible for providing first line Employee Assistance Program (EAP) support to assigned clients or members in a professional and confidential manner 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 in a confidential manner.
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 need, provide onsite Employee Assistance Program (EAP) support to assigned clients which includes obtaining internal approval or contract review to ensure service is within 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).
Participate in member clinical reviews ensuring to interface with management regarding treatment plans for high-risk cases. As required, assist in creating Standard Operating Procedures (SOPs) and make recommendation to improve Employee Assistance Program workflow. Exercise exceptional customer service skills in an effort to optimize each contact with the customer . Ensure that calls are processed in strict adherence to established policies, procedures, quality standards as well as applicable federal laws and regulations. Assist in resolving routine quality issues by identifying issue(s) and researching in a timely manner. Maintain required documentation in an accurate and timely manner using established systems. Maintain strict confidentiality of information provided by customer or data accessed within assigned systems. Ensure policies and procedures are in compliance with all applicable laws and regulations, including the privacy of employee health information in compliance with federal and state laws such as the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and other legislation.
Problem Resolution – Proactively oversee the activities involved in quality resolution of problems related to area of responsibility:
- Respond with a sense of urgency to problems escalated to employee’s level
- Escalate to supervisor any situation outside the employee’s control that could adversely impact the services being provided
- Place the highest priority on providing quality service by ensuring the unique needs of internal/external customers are met
- Ensure quality resolution and thorough and accurate documentation of issues
- Provide analysis and feedback to management staff and appropriate departments regarding recurring problems, recommending improvements aimed at reducing future occurrences of problems
- Participate in creating, administering, and continuously updating procedures for resolution of all related issues
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 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.
Mental and Physical Requirements: This position will be exposed mainly to an indoor office environment and will be expected to work near or around computers, telephones, and printers. The nature of the work in this position is sedentary and the incumbent will be sitting most of the time. Essential physical functions of the job include fingering, grasping, pulling hand over hand, and repetitive motions to utilize general computer software/hardware continuously throughout the work day. Essential mental functions of this position include concentrating on tasks, reading information, and verbal/written communication to others continuously throughout the work day.
Related Duties as Assigned – The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents. Consequently, job incumbents may be asked to perform other duties as required.
MSW with a minimum 3 years of mental health experience required preferably in a health care environment. Basic knowledge of Microsoft Word and Excel. May require working outside normal hours for crisis situations.