EAP Care Manager 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!

2025:

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

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

• Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver)

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®)

About the role

The EAP Care Manager is a mental health professional who provides telephonic and/or live chat support to members accessing the Employee Assistance Program (EAP). This role delivers brief clinical assessment, crisis intervention, solution-focused support, referral coordination, and workplace consultation services. The Care Manager ensures high-quality member experience while adhering to clinical best practices, confidentiality standards, and organizational workflows.

Pay Rate:

$28-35 per hour, commensurate with experience.

Job Summary

• 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.
• May assist with Critical Incident Response following a Disruptive Event in the workplace, providing telephonic in-the-moment support to members and/or assisting with arranging onsite or virtual counseling at the worksite.
• 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.
• Maintain reliable attendance and availability for scheduled shifts and caseload responsibilities.
• Complete required trainings and maintain competency in EAP protocols and procedures.
• Participate in the EAP on-call rotation to provide after-hours coverage (evenings, weekends, and holidays), typically assigned approximately two weeks per calendar year.

Required Qualifications:

• Master’s degree in Social Work, Counseling, Psychology, or a related behavioral health or human services field.
• Two (2) years of clinical experience, preferably in Employee Assistance Programs (EAP), crisis intervention, behavioral health assessment, care management, or brief/solution-focused counseling settings.
• Active professional licensure in good standing (e.g., LCSW, LMSW, LPC, LMFT, LSW, or equivalent state credential.
• Ability to work efficiently in a fast-paced, queue-based environment while utilizing multiple digital platforms and electronic case management systems.
• Strong cultural competence and ability to work effectively with diverse populations across workplace settings.
• Excellent organizational skills and ability to complete timely, accurate clinical documentation.

Physical Requirements:
This position is primarily sedentary, requiring prolonged sitting while performing administrative tasks. The role involves extensive use of a computer for typing, mouse navigation, and reading information on a screen for extended periods. 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 necessary for navigating software, entering data, and interacting with electronic documents.

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

Work Environment:
This position is fully remote and requires 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.

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.

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Awards:

2025:

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

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

• Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver)

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)

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)