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EAP Supervisor - Philadelphia, PA

06/14/2018Call Center
Job Location:
Philadelphia, PA
Metro Area:
PA - Philadelphia
Company Name: UnitedHealth Group
Website:  Click to Visit
UnitedHealth Group
For those who want to invent the future of health care, here's your opportunity. We're going beyond counseling services and verified referrals to behavioral health programs integrated across the entire continuum of care. Join us and help people live healthier lives while doing your life's best work. (sm) In this role you would train and coach a team of EAP staff, helping to ensure that members receive the best care possible, this includes: 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. 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.   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 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 Budget management of RRPs and merit increases for direct staff Other duties as needed


Required Qualifications: A Master’s degree in psychology, social work, counseling or related field Active, unrestricted Independent Mental Health License in the state of Pennsylvania 5+ years post graduate clinical or social services experience   Experience in brief cognitive-behavioral, problem solving/family/crisis interventions with knowledge of Solution Focused and Motivational Interviewing techniques Competency in using multiple PC applications including Word, Excel, case management software, Internet applications Must be within a commutable distance of our Philadelphia office location Preferred Qualifications: CEAP Previous EAP experience Previous experience in a Call Center environment Previous leadership experience in a clinical setting Bilingual Skills Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work. (sm)     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.     Job Keywords: mental health, behavioral, EAP, employee assistance, counseling, social work, psychology, crisis management, crisis intervention, substance abuse, dual diagnoses, telephonic, call center, LP, LCSW, LMFT, LPCC, Pennsylvania, PA, Philadelphia
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