Manager – EAP Clinical Operations

Job Details

Description

Over 50 years ago we created an industry, and now we’re transforming it. We are hiring for Attitude, Energy and Integrity.
Maximize Your Potential: AllOne Health Resources is a leader in workplace health and productivity. We help employees in global organizations operate at full capacity by coordinating medical and behavioral services while helping employers manage escalating healthcare costs. We believe that the productivity and performance of companies are directly linked to the health and well-being of their employees.
We are currently seeking a Manager – EAP Clinical Operations. This is a full-time, exempt position working remotely.
The Manager – EAP Clinical Operations serves in an oversight capacity for the clinical professional staff throughout the AllOne Health Family of EAPs, who provide member-facing services to clients contacting the EAP Intake Center for assistance with psychosocial and work-life concerns. The incumbent works collaboratively with the Vice President of Member Services to ensure that the objectives, procedures, and workflows within the Intake Center are optimized to best ensure an excellent customer experience. The manager provides clinical and administrative supervision and serves as mentor, coach, and teacher for clinical staff, as well as creates a climate which promotes quality care for each EAP client and positive staff engagement. The manager is responsible of both the efficiency and the effectiveness of their team.

The Manager – EAP Clinical Operations works most readily with the Counselors in the Queue (CLiQs), whose primary role is to support employee and dependent clients contacting the intake center, most often through one of several phone queues. CLiQ support of clients may include, but not be limited to: crisis de-escalation, in-the-moment clinical consultation, motivational interviewing, resource referrals, and case triage to ensure that clients are connecting the appropriate internal and external resources. The manager will also have oversight for our virtual counselors.

The Manager cultivates and maintains excellent relationships with EAP staff, employee and dependent clients, corporate customers, and other AllOne Health stakeholders to ensure the fulfillment of EAP enterprise-wide goals.

Key Accountabilities & Duties:
Corporate Leadership

• Create and promote a high-performance culture of service, innovation, and results
• Engage in continuous communication to ensure accurate and relevant information exchange
• Manage team performance and development through the various talent management processes
• Establish and maintain diverse talent pipeline to ensure strong leadership & a culture of inclusion
• Initiate and support continuous process improvement in business workflows
• Effectively interpret and apply all Corporate policies, procedures and protocols including ISO
• Efficiently and effectively manage all financial resources to achieve optimal admin costs & ROIs

Counselors in the Queue (CLiQs) Oversight and Clinical Processes

• Oversee the clinical care provided by the CLiQs by leading the development, memorialization, and ongoing maintenance of clinical operational plans and procedures for the CLiQs as needed along with a communication and rollout plan to implement to promote clinical care in the queue.
• Develop weekly CLiQ huddle agenda, leading CLiQ meetings and provide written notes to have historical information of the meetings.
• CLiQ schedule oversight – Develop system wide CLiQ standardization around scheduling and availability to (a) ensure daily and weekly sufficiency of clinical coverage for the AOH system, and (b) manage requests for PTO in conjunction with Director of EAP Customer & Affiliate Experience.
• Individual CLiQ mentoring and support – (a) help guide professional development; (b) ensure AOH system clinical standards and strategic developmental goals are met.
• Provide regular clinical queue-activity file audits and conduct routine staff client session note / clinical care audits.
• Oversee the maintenance and continued clinical development of documentation in the EAP Expert database.

Clinical Support to the AllOne Health System

• Analyze and identify challenging clinical issues and take appropriate action to resolve.
• Provide oversight and guidance to the client follow-up team who communicates and consults with member-clients who express dissatisfaction or concerns about their EAP customer experience.
• Actively Participate in weekly Intake & Connecting meeting, weekly Director/ Operation Manager’s meeting, and monthly EAP Business Review meeting.
• Provide clinical guidance on strategic initiatives (e.g., IVR, Internalization of Virtual Sessions, Quality Assurance).
• Empower CLiQs by learning the counselor’s specialized interests in supporting the system in the way of responsibilities both in and out of the queue.
• Manage the role of liaison between the clinical and non-clinical queue activities and coordinating with the VP – Member Services regarding management of the queue.
• Provide oversight on the CLiQ queue schedule and provide feedback on CLiQ adherence regularly to leadership.

CLiQ Training & Development

• Ongoing CLiQ feedback and training, based on the results of file and clinical care audits results.
• Provide oversight to the onboarding process for new clinicians, including assisting with interviewing and CLiQ training.
• Provide oversight to new accounts needing specialized CLiQ attention due to idiosyncratic customer needs.
• Recently acquired EAP subsidiary CLiQ Integration – strategic planning, orientation, training, and integration of clinical staff that are new to the AllOne Health Family of EAPs.
• Identify best practices, both from work with the existing clinical team as well as with clinicians from newly acquired EAP subsidiaries. Disseminate adopted best practices throughout the AllOne Health system to serve in supporting continuous improvement efforts.

Qualifications:

• Master’s or Doctoral degree in a clinical human services field is required.
• Clinical licensure within the State of Practice (LCSW, LICSW, PhD, or PsyD) is required.
• At least 10 Year’s Clinical Post Graduate Experience in an EAP practice or similar setting.
• Training in and understanding of EAP practice, alcohol and other drug problems, mental health issues, human resource issues, and organizational dynamics.
• Management training and/or experience, including staff supervision, management of business processes, leading and motivating a team of professionals.
• Certified Employee Assistance Professional (CEAP) Preferred.

Benefits:

• Immediate medical, dental, and vision insurance
• Paid time off
• 401(k) retirement program with company match
• Flexible Spending Accounts (FSA)
• Company paid Life and Disability insurance programs
• Employee Assistance Program (EAP)

AllOne Health is an AA/EO employer and actively seeks candidates from diverse backgrounds.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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 60-1.35(c)

Job Type: Full-time