EAP Care Manager Level 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®)

EAP CARE MANAGER – LEVEL 2

About the role

The EAP Care Manager is a mental health professional who provides telephonic screening and referral as well as short-term, in-the-moment clinical support to employees and their family members through an employer-sponsored Employee Assistance Program. This role involves clinical assessment, brief intervention, risk triage, referral coordination, and collaboration with workplace stakeholders, all while maintaining confidentiality and following best clinical practices.

Hours/Shifts (M-F)

10:30am -7pm ET

12:30pm-9pm ET      

1:30pm-10pm ET

2:30pm-11pm ET

Pay Rate:

$28-35 per hour, commensurate with experience. Some schedules may include a shift pay differential

Job Summary

• Provide telephonic and/or live chat needs assessment screening while answering calls on an inbound EAP phone/chat queue.
• Deliver brief, solution-focused in-the-moment supportive interventions and psychoeducation for mental health, stress, grief, substance use, and relationship issues.
• Conduct risk assessments for members presenting with serious concerns such as: suicidal ideation or thoughts of harm to others; substance use issues; and/or at risk for abuse or violence.
• Provide telephonic crisis support and stabilization, including safety planning and connection to urgent/emergent resources, when necessary.   
• 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 ensure successful outcomes.
• Provide consultation and support to HR and Managers of client companies to support workplace performance and substance use issues.
• 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 counseling at the worksite.
• Document all interactions and activities within an electronic system in a timely and accurate manner.
• Adhere to all ethical standards and confidentiality policies and regulations, including HIPAA.
• Attend 1:1 and team meetings, participate in supervision and case consultations, and collaborate with team members to provide excellent services to members and to promote team cohesion.
• Maintain timely and reliable attendance and availability for calls and cases as scheduled.
• Complete all assigned trainings and develop familiarity with standard workflows and policies.
• Perform duties of EAP on call counselor during night/weekend/holiday hours, as assigned, normally a rotation of (1) or (2) weeks per year.

Required Qualifications:

• Master’s degree in behavioral health discipline required (social work, counseling, psychology, or related human service field)
• Minimum 2 years of clinical experience, preferably in EAP, crisis intervention, assessment, or brief counseling settings.
• A professional license (LCSW, LMSW, LPC, LMFT, LSW)
• Cultural competence and ability to work with a wide variety of populations
• Knowledge of EAP and solution-focused interventions
• Strong organizational and documentation skills
• Ability to work in a fast-paced environment using multiple digital platforms
• Preferred, but not required: CEAP; SAP; experience providing telephonic or virtual care/case management; bilingual

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:

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)

Physical Requirements:
This position is primarily on-site and requires the ability to move throughout the workplace to provide in-person counseling and wellness support. The role involves periods of sitting for one-on-one or group sessions, as well as standing or light movement during group activities, workshops, and team-building events. Essential physical functions include speaking, hearing, and manual dexterity for documenting case notes, navigating computer systems, and facilitating wellness interventions. Occasional lifting of light materials (up to 15 pounds) may be needed for wellness activities or event setup. Frequent use of a computer is required, including typing, mouse navigation, and viewing digital content. Visual acuity is necessary for reading client records, electronic documentation, and conducting virtual sessions when needed.

Mental and Cognitive Requirements:
The role requires strong emotional resilience, active listening, and the ability to assess and respond to sensitive mental health concerns. Counselors must exercise sound clinical judgment in crisis situations, maintain professional boundaries, and uphold confidentiality. The ability to develop therapeutic rapport, apply evidence-based interventions, and manage documentation with accuracy is essential. The role also requires facilitation skills for group sessions and the ability to consult with leadership.

Work Environment:
This position is fully on-site and embedded within the Trust and Safety operational environment. The counselor must be comfortable working in a dynamic and fast-paced setting that may include exposure to discussions of distressing content. The workspace includes a private, designated office for confidential counseling and group programming, with access to standard office equipment and secure data systems.

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)