EAP Coordinator

The EAP Coordinator facilitates all non-clinical components of EAP service delivery in an effort to minimize barriers to clients receiving assistance, including: co nducting outreach to clients, completing satisfaction surveys, and resolving any connection issues expressed by clients; appointment setting; completing telephonic intakes; answering network provider questions to assure a seamless experience for both clients and providers; and authorizing and mailing payment vouchers.

1. Follow-ups – Manages a daily Follow-up Report, places outreach calls to 100% of clients on date of scheduled follow-up to assure connection with services; completes telephonic surveys per protocol; completes steps necessary to connect clients to desired services. (20%)

2. Appointment Setting Requests – Responds real-time to EAP Consultants requests for appointments setting on behalf of clients; conducts outreach to network providers to determine availability for new clients; communicates basic information to providers; and contacts clients to confirm appointments. (25%)

3. Phone Queue – Assists with incoming calls from clients and network providers; responds to inquiries regarding client benefits, procedures, paperwork, payment and other questions; collaborates with Provider Relations department as needed to resolve provider inquiries; and retrieves and follows up on provider inquires left in voicemail box per established workflows. Assists with recruitment and other network reports as needed. (30%)

4. Vouchers – Issues and sends payment vouchers to network providers in accordance with KEPRO policy and procedures and as directed by contracts. (10%) 5. Data Entry – Maintains accurate client records in database by entering all calls, case updates, requests, and referrals accepted by clients per KEPRO policy. As part of a customer service email distribution list, enters referrals provided to clients by KEPRO partners into database. (10%)

Reasoning Ability: Describe the things that the employee must analyze (reason or interpret) as a part of their daily work. Be sure that reasoning skill links to the essential functions that have been identified in Section B (Essential Functions)

Requirements

• Excellent telephone customer service

• Excellent written and verbal communication skills

• Ability to effectively manage several tasks at once and meet deadlines

• Strong interpersonal skills in order to work as an effective part of a team

• Ability to read and interpret benefits and account information pertaining to customized products

• Self-starter with the drive to stay on task in a fast-paced environment

Preferred Skills

• Bilingual Spanish-English a plus.

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 their 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 nationwide. Our company cares about our employees, giving 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 to future openings that may interest you. 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.

Benefits

Benefits are a key component of your rewards package. Our benefits are designed to provide additional protection, security, and support for your career and 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 $40,320- $56,000 annually.

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