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®)
Basic Functions :
Responsible for supervising workflow of all incoming calls and cases to the Life and Emotional Health (EAP) care team which includes participating in development and implementation of policies and procedures, managing employee performance, monitoring calls and case documentation to ensure conformity to EAP standards and procedures, implementation of actions to correct deficiencies, review operational reports to analyze staffing needs and schedules to meet call center and clinical performance standards.
Major Job Accountabilities
- Supervise day to day operations of the EAP Care Center including monitoring of Care Manager call handling and task management , adherence to work schedule, monitoring productivity which includes availability to accept calls, and scheduling to support balanced workload and timely response to calls and case management
- Monitor calls to ensure compliance with EAP policies and procedures, case type identified (risk, routine, high service and mandated) target resolution and action plan is applied in compliance with Division standards and applicable laws, and EAP service standards are met through application of policy and procedure, review
- Collaborate with management, trainers and Quality team to provide feedback and coaching to new Care managers and develop plans to assist Care Managers gain proficiency in their roles.
- Use experience and judgment to help Care Managers address member service inquiries and coordinate with other Health Advocate teams and subject experts
- Analyze data reports and suggest timely and effective actions to Management to maintain effective staffing and work balance ensuring service response and quality
- Ensure that policies and procedures are in compliance with applicable laws and regulations
Minimum Qualifications
Applicant for this job will be expected to meet the following minimum qualifications.
Education
- Master’s Degree from an accredited college or university required with major coursework in Psychology, Clinical Counseling, Social work or a related field
Experience
- State license of Mental Health Counselor or Social Work required (LSW, LCSW, LPC, LMFT)
- Minimum 5 years of mental or behavioral health experience required
- Minimum 1 year supervisory or management is required
- Experience in staff or professional development, call center or healthcare management is preferred
Your Success
Health Advocate offers all work equipment and comprehensive new-employee training program to help you develop the knowledge and skills that will set you up for success in your role and in supporting our members.
Invested in you
At Health Advocate, you’ll have the ability to pursue your ambitions and grow your career. We’ve got you covered with a total rewards package that includes comprehensive medical coverage, as well as Dental & Vision benefits, tuition assistance, 401(k) savings plan with company match, paid time off (PTO), paid holidays, Employee Assistance Programs and Wellness Programs.
Pay Rate
Annual salary range $68,000 to $85,000
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)
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)
