Employee Assistance Program Service Coordinator

EAP Service Coordinator

EAP Service Coordinator is responsible for the smooth functioning of the counseling schedules as well as coordinating services within the multi-state IEAP provider network. This position effectively handles urgent and intense calls to support clients and clinicians and manages vast program service needs and support.

Location: Employee Service Center or Provo EAP office

Hours: between 8-5:30 M-F

Monday-Thursday in office; Friday are remote.

Preferred candidates who have experience working in customer service or healthcare.

Essential Functions

• Triages and effectively manages incoming calls for urgency, intensity, and service request; supports client in the moment and efficiently directs calls the appropriate EAP resource
• Maintains a complete knowledge of system wide program procedures and logistics across multiple offices and services provided across various states
• Manages scheduling for multiple internal clinician's schedules
• Provides administrative support to clinical staff while creating an outstanding customer service experience as the first point of contact with EAP
• Knowledge of IEAP external provider network. Directs requests for counseling services within IEAP provider network across multiple states, and knowledge regarding how to access; ensures clients understand the process of working with those providers in the provider network
• Coordinates routine and non-routine projects that may include tasks such as gathering data, in-depth research, creating spreadsheets or databases to compile data, creating, and running reports, reviewing, and summarizing data, and tracking large amounts of information
• Maintains complex files and records

Skills

• Computer Literacy
• Accountability
• Decision Making
• Prioritization
• Scheduling
• Detail-Oriented
• Facilitation
• Group Problem Solving
• Office Administration
• Interpersonal Communication

Qualifications

• Ability to manage sensitive and often highly emotional incoming calls while maintaining professionalism.
• Critical thinking and problem-solving skills.
• Excellent customer service skills.
• Experience in an office setting or working in a clerical position with customer service, keyboarding, and data entry responsibilities.
• Experience in a role requiring effective verbal, written, interpersonal communication, and collaboration skills.

Preferred Qualifications

• Bachelor's Degree from an accredited institution. Degree will be verified.
• Experience working in EAP or healthcare setting.

Physical Requirements

• Ongoing need for employee to see and read information, labels, documents, monitors, identify equipment and supplies, and be able to assess customer needs.
• Frequent interactions with providers, colleagues, customers, patients/clients, and visitors that require employee to verbally communicate as well as hear and understand spoken information, needs, and issues quickly and accurately.
• Manual dexterity of hands and fingers to manipulate complex and delicate supplies and equipment with precision and accuracy. This includes frequent computer use for typing, accessing needed information, etc.

Location:

EAP - Provo, Employee Service Center

Work City:

Provo

Work State:

Utah

Scheduled Weekly Hours:

40

The hourly range for this position is listed below. Actual hourly rate dependent upon experience.

$20.35 - $30.97

We care about your well-being mind, body, and spirit which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.