EAP Coordinator (Remote U.S.)

Job Summary:

The purpose of this position is to play a pivotal role in ensuring the seamless delivery of nonclinical components within EAP services. The EAP Coordinator ensures a seamless experience for both clients and providers, contributing to the overall effectiveness and efficiency of EAP service delivery by minimizing obstacles through tasks such as client outreach, satisfaction surveys, and resolution of connection issues.

Job Responsibilities:

• Conduct outreach calls to ensure client connection with services on scheduled follow-up dates, complete telephonic surveys per protocol, and execute necessary steps to link clients with desired services.
• Respond promptly to EAP Consultant’s requests for client appointment setting, conducting real-time responses.
• Coordinate outreach to network providers to determine availability for new clients, communicate essential information to providers, and confirm appointments with clients.
• Address inquiries about client benefits, procedures, paperwork, payment, and other matters.
• Collaborate with the Provider Relations department to resolve provider inquiries, retrieve and follow up on voicemail inquiries based on established workflows, and assist with recruitment and other network reports as needed.
• Issue payment vouchers to network providers in alignment with Acentra Health's policies and procedures and contractual directives.
• Maintain precise client records in the database by entering all calls, case updates, requests, and referrals accepted by clients in accordance with Acentra Health's policy.
• Enter referrals provided to clients by Acentra Health partners into the database as part of a customer service e-mail distribution list.

** Work Schedule 9:30 AM to 6:00 PM Eastern – Monday – Friday **

Why us? 

We are a team of experienced and caring leaders, clinicians, pioneering technologists, and industry professionals who come together to redefine expectations for the healthcare industry. State and federal healthcare agencies, providers, and employers turn to us as a vital partner to ensure better healthcare and improve health outcomes. 

We do this through our people. 

You will have meaningful work that genuinely improves people's lives across the country. We are a company that cares about our employees, and we give you the tools and encouragement you need to achieve the finest work of your career. 

Thank You!

We know your time is valuable, and we thank you for applying for this position. Due to the high volume of applicants, only those who are chosen to advance in our interview process will be contacted. We sincerely appreciate your interest in Acentra Health and invite you to apply for future openings that may be of interest. Best of luck in your search!

~ The Acentra Health Talent Acquisition Team

Visit us at Acentra.com/careers/

EOE AA M/F/Vet/Disability

Acentra Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable Federal, State, or Local law.

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Requirements

Required Qualifications/Experience:

• High School Diploma OR GED with 4 years of work experience in psychology, social work, or counseling field OR Bachelor’s degree in psychology, social work, or counseling.
• 2+ years of excellent customer service experience working in a call center.

• Proficient in typing and data entry with accuracy.
• Demonstrated proficiency with Microsoft Word, Outlook, and Teams (Intermediate/Advanced) and with Microsoft Excel and PowerPoint (Beginner).
• Exceptional telephone customer service skills.
• Excellent written and verbal communication skills.
• Aptitude for problem-solving, exercising judgment, and making independent decisions.
• Ability to efficiently manage multiple tasks simultaneously and meet deadlines.
• Excellent interpersonal skills for effective collaboration within a team.
• Capable of reading and interpreting benefits and account information related to customized products.
• Self-motivated with the ability to remain focused in a fast-paced environment.

Preferred Qualifications/Experience:

• Bilingual proficiency in Spanish and English.
• Salesforce experience.

Benefits

Benefits are a key component of your rewards package. Our benefits are designed to provide you with additional protection, security, and support for both your career and your life away from work. Our benefits include comprehensive health plans, paid time off, retirement savings, corporate wellness, educational assistance, corporate discounts, and more.  

Compensation 

The pay range for this position is $19.39-23.00 / per hour.

“Based on our compensation program, an applicant’s position placement in the pay range will depend on various considerations, such as years of applicable experience and skill level.”