EAP Client Engagement Manager

Use this link to apply, please: https://recruiting.paylocity.com/recruiting/jobs/Details/2755259/Coastline-EAP/EAP-Client-Engagement-Manager

Position Summary:

The EAP Client Engagement Manager position builds and maintains strong client relations with employer

customers and ensures that EAP services are well-utilized throughout our client companies.

Responsibilities include management and organizational consultation by email, phone, virtually, and in person to HR, benefits, operations, and executive-level managers at customer companies.

Essential Duties and Responsibilities (including but not limited to):

• Support client company accounts by creating strong partnerships with client company Human Resource and other client company liaisons.
• Manage day-to-day non-clinical issues, concerns, and requests from client accounts.
• Assess client company organizational needs and perform EAP quality assurance activities through surveys, email, and account meetings (virtual and in person).
• Research, develop, and update content for internal EAP customer promotions (newsletters, Email campaigns, etc.).
• Generate and send impact reports to client companies according to schedule for distribution.
• Act as company’s website expert and super-user so client companies can learn how to access resources effectively.
• Create and deliver a branded custom EAP promotional piece or campaign for a current customer.
• Assist in the creation of internal promotional campaigns and the delivery of these promotions to current customer base.
• Assist in the delivery of EAP and manager refresher trainings to current client companies (virtual and in person).
• Schedule and attend health, wellness, and open enrollment fairs to actively promote the EAP to employees and their dependents.
• Help track and follow-up on contract renewals.
• Assist with company implementation activities including gathering new company information for EAP data systems and scheduling orientations.
• Regularly update customer email distribution lists.
• Track all customer contact activities including client attendance at promotional and wellness session events, in the EAP database system.
• Create Excel spreadsheets and mail merges for tracking account and contract related activity.

Quality Assurance and Improvement

• Ensure data entered into client company record is of high quality; accurate and current.
• Constructively utilize and actively participate in formal and peer supervision to evaluate and improve effectiveness in providing services to clients; this includes participation in regular peer utilization review.
• Pursue ongoing professional development through provided in-service training, reading professional literature, and attending relevant workshops and conferences.
• Contribute to the overall success and quality of the program by working constructively and collaboratively with other staff members to address programmatic and agency-wide issues and needs.

Qualifications and Requirements

• Bachelor’s Degree in Behavioral Healthcare, Social Work, Counseling, Clinical Psychology, Business, Organizational Development/ Psychology, Human Resources, or related field.
• 3 years of experience in the business development or behavioral healthcare field, preferably in the employee assistance and/ or human resources industry.
• Proficient knowledge of Microsoft Word, Excel, Outlook, PowerPoint, Zoom, Survey Monkey, Constant Contact.
• Excellent verbal and written communication skills.
• Critical thinking and problem-solving skills.
• Proficient presentation skills.
• Ability to establish priorities, work with a team or independently to accomplish objectives.
• High level work ethic and interpersonal, communication, organizational, and problem-solving skills.
• Strong customer service abilities, combined with understanding of organizational theory, human systems dynamics, and/or organizational development.