EAP Supervisor - Optum Remote

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

Position in this function is supervising performance of EAP staff directly and through call audits, assist with scheduling, and communicate pertinent information to EAP staff colleagues. Ensure staff are available as scheduled, trained in relevant systems and follows policies and procedures.

The EAP Supervisor provides on-going coaching and development of staff; and at times may support phone queues by providing telephonic clinical assessment, consultation, benefits review and referrals to callers. The EAP Supervisor provides support and consultation to Client Services, Implementation, and other internal teams, as well as support and consultation to customer representatives and provider. The EAP Supervisor coordinates care for emergencies, CISD, and Care Management team or other managed health organizations as needed. EAP Supervisors are responsible for relevant clinical data and documentation in computer systems and clinical platforms.

You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.

Must be available for shifts between 8:00am-8:00pm CST Monday-Friday

Primary Responsibilities:

• Supervise the daily operations of EAP staff at a 24/7 operation

• Be available to assist staff with risk calls or calls requiring additional consultation

• Coach and train current staff, deliver information to EAP team regarding new client groups, new and changed procedures, policies, etc.

• Monitor and manage individual and team performance; offer constructive and positive feedback to team members

• Participate in the Quality Assurance Program; audit one call per staff monthly, more as needed; review and audit all high risk cases

• Conduct staff meetings, supervisor team meetings and clinical case consultations meetings

• Regularly meet one-to-one with team members for performance, skill building and engagement

• Provide weekly management reports to EAP Managers

• Handle escalated calls when necessary

• Participate in the new hire process

• Coordinate and participate in training of new staff

• Develop, manage and/or facilitate training plans as requested

• Review telecom reports and participate in daily workforce management meetings

• Assure schedule adherence to optimize availability of staff

• Track time and attendance

• Team work skills are a must

• On-call rotation for weekends and after hours

• Act as subject matter expertise in support of key contracts

• Serve as a liaison with other Optum departments

• Provide risk assessment, consultation, benefits review and referral to callers when needed to support phone queues

• Coordinate CISD as needed

• Budget management of RRPs and merit increases for direct staff

• Other duties as needed

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• Current unrestricted clinical license in state of employment to supervise EAP Specialists and EAP Counselors Specialty Help Center Specialists

• 5+ years post graduate clinical or social services experience

• Experience in an EAPs/WLS/RRC role - OR - Supervisor/leadership experience

• Experience in brief cognitive-behavioral, problem solving/family/crisis interventions with knowledge of Solution Focused and Motivational Interviewing techniques; and for WLS - either Child/Parenting issues (counseling, development, family studies or education) or Adult/Elder experience(geriatrics, public health, social work)

• Proven strength and experience in data analysis, planning, organization, accuracy, problem solving, prioritization and rapid execution of multiple tasks

• Competency in using multiple PC applications including Word, Excel, case management software, Internet applications

• Proven solid, collaborative, proactive communication and interpersonal skills

• Proven highly motivated and the ability to work independently and within a team environment

• Available to rotating on-call schedule for afterhours, weekends and holidays

• Flexibility and dependability, ability to travel

Preferred Qualification:

• Licensure to supervise WorkLife Specialists (WLS) or Resource and Referral Consultants (RRC)
• All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy

California, Colorado, Connecticut, Hawaii, Nevada, New York, New Jersey, Rhode Island, or Washington Residents Only: The salary range for California, Colorado, Connecticut, Nevada, New Jersey, New York, Rhode Island or Washington residents is $70,200 to $137,800 annually. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.