EAP Service Coordinator

Intermountain Healthcare Saint George , UT 84770

Posted 2 months ago

Job Description:

This position provides and oversees a variety of clerical and specialized administrative functions of confidential nature for the Intermountain Employee Assistance Program (IEAP). This position is a client-focused role that requires excellent customer service skills, the ability to manage sensitive and often difficult and complicated client mental health related concerns, and appropriately respond to various requests from key stakeholders who have purchased IEAP services.

This position requires critical thinking and excellent customer service skills and supports multiple offices across Utah while coordinating service requests across multiple states.

The primary responsibilities include: managing requests for IEAP services from key client company stakeholders, answering inbound and outbound calls, triaging calls and assessing for appropriate EAP response, scheduling appointments, documenting client information within IEAP specific software platform, providing administrative support to 20 clinical staff (and growing), and creating an outstanding customer experience as the first point of contact with EAP.

Service Coordinator:

  • 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 associated with the assigned role across multiple offices and services provided across various states. Takes ownership for and oversees all administrative functions ensuring work is completed.

  • Manages requests for counseling services. Clients are located in multiple states and need to be scheduled with a licensed, mental health professional in their state. Understanding of IEAP provider network and knowledge regarding how to access is critical. Assuring client is feeling supported and understands next steps in the process.

  • Greets customers. Updates client EAP records and ensures program procedures and policies are followed. Manages multiple caregivers' schedules.

  • 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, or tracking large amounts of information. Maintains complex files and records.

Minimum 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:

Location:

St George Regional Hospital

Work City:

St George

Work State:

Utah

Scheduled Weekly Hours:

40

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

$18.89 - $28.76

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. Learn more about our comprehensive benefits package and our commitment to diversity, equity, and inclusion.


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EAP Service Coordinator

Intermountain Healthcare