EAP Care Manager 2

LanguageLine Solutions UK; United States; Remote; USD 39,000 - 48,000; Full time

Job summary

Health Advocate is seeking an EAP Care Manager to provide telephonic and live chat support for the Employee Assistance Program. This role delivers brief clinical assessment, crisis intervention, referral coordination, and workplace consultation while upholding confidentiality and HIPAA standards.

The position is full-time, Monday–Friday, 11:30am–8pm EST, with a pay rate of $28–$35 per hour, commensurate with experience.

Qualifications

• Two years of clinical experience, preferably in EAP, crisis intervention, or brief/solution-focused counseling.
• Active professional licensure in good standing (e.g., LCSW, LMSW, LPC, LMFT, LSW).
• Ability to work in fast-paced, queue-based environments with multiple digital platforms.
• Strong cultural competence with diverse populations in workplace settings.
• Excellent organizational skills and clinical documentation.

Responsibilities

• Provide telephonic and/or live chat needs assessment and screening.
• Deliver brief, solution-focused interventions and psychoeducation.
• Conduct risk assessments for safety concerns and crisis situations.
• Provide crisis intervention and safety planning with resources as needed.
• Collaborate with HR/Managers regarding performance concerns within EAP scope.

Skills

Clinical experience

Licensure

Crisis intervention

Cultural competence

Documentation

Education

Master’s degree in Social Work/related field

Job description

Why is Health Advocate a great place to work?

For starters, Health Advocate employees enjoy helping people every single day. Employees are given the training they need to do their jobs well, and they work with supervisors and staff who are supportive and friendly. Employees have room to grow, and many of Health Advocate's supervisors are promoted from within the company.

2025: Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner 2024: Excellence in Customer Service Awards: Organization of the Year (Small) Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner Best in Biz Awards: Most Customer‑Friendly Company of the Year – Medium and large category (Silver)

About the role

The EAP Care Manager is a mental health professional who provides telephonic and/or live chat support to members accessing the Employee Assistance Program (EAP). This role delivers brief clinical assessment, crisis intervention, solution-focused support, referral coordination, and workplace consultation services. The Care Manager ensures high-quality member experience while adhering to clinical best practices, confidentiality standards, and organizational workflows. This position is full-time (40 hours/week) Monday - Friday. Applicants must be able to work the schedule below. Monday - Friday 11:30am-8pm EST.

Pay Rate: $28-35 per hour, commensurate with experience.

Job Summary

• Provide telephonic and/or live chat needs assessment and screening while managing an inbound EAP phone/chat queue.
• Deliver brief, solution-focused, in-the-moment supportive interventions and psychoeducation for concerns including stress, anxiety, grief, relationship issues, and substance use.
• Conduct risk assessments for members presenting with concerns such as: suicidal ideation; thoughts of harm to others; substance use issues; risk for abuse or violence.
• Provide crisis intervention and stabilization, including safety planning and connection to urgent or emergent resources when indicated.
• Explain EAP clinical and work/life benefits and provide individualized recommendations to meet each member’s needs and goals.
• Connect members to EAP services and/or health insurance or community resources and follow up to support successful engagement and connection to services, as clinically appropriate.
• May provide consultation and support to HR and Managers regarding employee performance concerns, crisis support, or other issues within EAP scope, while maintaining professional boundaries and confidentiality.
• May assist with Critical Incident Response following a Disruptive Event in the workplace, providing telephonic in-the-moment support to members and/or assisting with arranging onsite or virtual counseling at the worksite.
• Document all interactions and activities accurately and timely in the electronic case management system.
• Adhere to ethical standards, clinical best practices, and confidentiality requirements, including HIPAA and applicable regulations.
• Participate in individual supervision, team meetings, and case consultation.
• Collaborate effectively with colleagues to ensure high-quality member care.
• Maintain reliable attendance and availability for scheduled shifts and caseload responsibilities.
• Complete required trainings and maintain competency in EAP protocols and procedures.
• Participate in the EAP on-call rotation to provide after-hours coverage (evenings, weekends, and holidays), typically assigned approximately two weeks per calendar year.

Required Qualifications

• Master’s degree in Social Work, Counseling, Psychology, or a related behavioral health or human services field.
• Two (2) years of clinical experience, preferably in Employee Assistance Programs (EAP), crisis intervention, behavioral health assessment, care management, or brief/solution-focused counseling settings.
• Active professional licensure in good standing (e.g., LCSW, LMSW, LPC, LMFT, LSW, or equivalent state credential.
• Ability to work efficiently in a fast-paced, queue-based environment while utilizing multiple digital platforms and electronic case management systems.
• Strong cultural competence and ability to work effectively with diverse populations across workplace settings.
• Excellent organizational skills and ability to complete timely, accurate clinical documentation.

Physical Requirements

This position is primarily sedentary, requiring prolonged sitting while performing administrative tasks. The role involves extensive use of a computer for typing, mouse navigation, and reading information on a screen for extended periods. Frequent phone use is required for communication with team members, clients, or external parties. Essential physical functions include fingering, grasping, pulling hand-over-hand, and repetitive motions necessary for navigating software, entering data, and interacting with electronic documents.

Mental and Cognitive Requirements

The role requires strong concentration, attention to detail, and the ability to complete tasks accurately. Critical thinking and problem-solving skills are essential to address issues that may arise in day-to-day duties. Effective verbal and written communication skills are needed for responding to inquiries and collaborating with others.

Work Environment

This position is fully remote and requires a home office environment with appropriate lighting, a computer, and phone access. The workspace should be free from distractions to ensure effective focus and productivity during work hours.

Company Overview

Health Advocate is the nation’s leading provider of health advocacy, navigation, well‑being and integrated benefits programs. For 20 years, Health Advocate has provided expert support to help our members navigate the complexities of healthcare and achieve the best possible health and well‑being. Our solutions leverage a unique combination of best-in-class, personalized support with powerful predictive data analytics and a proprietary technology platform to address nearly every clinical, administrative, wellness or behavioral health need. Whether facing common issues or an unprecedented challenge like COVID‑19, our team of highly trained, compassionate experts work together to go above and beyond expectations, making healthcare easier for our members and ensuring they get the care they need.

We are proud to deliver services that reduce healthcare costs, support businesses, enrich the workplace, and empower healthy change.

Learn more

Health Advocate https://www.healthadvocate.com/site/

Facebook https://www.facebook.com/healthadvocateinc/

Video https://vimeo.com/386733264/eb447da080

Awards

2025: Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner 2024: Excellence in Customer Service Awards: Organization of the Year (Small) Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner Best in Biz Awards: Most Customer‑Friendly Company of the Year – Medium and large category (Silver) 2023: National Customer Service Association All‑Stars Award: Service Organization of the Year. Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner 2022: Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner Excellence in Customer Service Awards: Organization of the Year (Small) Best in Biz Awards: Most Customer‑Friendly Company of the Year – Medium and large category (Silver) 2021: Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Silver Winner Stevie® Awards for Sales & Customer Service: Most Valuable Response by a Customer Service Team (COVID‑19). Bronze Winner Best in Biz Awards: Most Customer‑Friendly Company of the Year – Medium category (Silver) 2020: National Customer Service Association All‑Stars Award: Organizations of 100 or Greater, Runner‑Up Communicator Award of Distinction: October 2019 Broker News MarCom Awards: Gold, COVID Staycation Ideas brochure MarCom Awards: Platinum, 2021 Well‑being Calendar Best in Biz Awards: Most Customer‑Friendly Company of the Year - Medium category (Silver)

VEVRAA Federal Contractor

VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans.

PAY TRANSPARENCY NONDISCRIMINATION PROVISION

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60‑I.35(c)

The healthcare system is complex, leading to frustration, stress, and lost time and money. Often, people don’t know where to call when they need help with their healthcare, which leads to them not getting the care they need when they need it. Health Advocate makes healthcare easier for organizations, their employees, and their employees’ family members. Since 2001, we have been making it easier for people to take control of their health and well‑being by personalizing and simplifying the experience. We are proud to deliver services that reduce healthcare costs, support businesses, enrich the workplace, and empower healthy change. Using a combination of personalized help from our compassionate team, proprietary technology, and advancements in data science and machine learning, we help people get the care they need, and make healthy lifestyle choices, when they need it.

Our Health Advocates

Our Health Advocates are the heart of our business. Every day, they do important work that guides people to better health and truly improves their lives. You have to have heart to do what we do. If you are dedicated to helping people, looking for meaningful work, and excited about doing a job that is truly life‑changing—for you and for the people that you help—.