EAP Manager - San Francisco, CA - Full-time / Part-time

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)

 
Primary Responsibilities:

• Provide direct oversight to a team of 1-6 EAP licensed and non-licensed supervisors with 25-80 direct and indirect reports with multiple EAP roles and located at multiple locations including on-site and telecommuting


• Monitor and consistently meet or exceed departmental quality and performance standards for supervisory and clinical and non-clinical staff as well as customer specific targets


• Accountable for day to day management of multiple functions including consistent application of EAP processes/workflows within team and books of business, as well as effective implementation and management of alternate workflows where required by contract or state regulation


• Accountable for utilizing all Workforce Management data available to effectively manage production and call handling metrics


• Effective staff performance management/goal setting


• Building a cohesive, engaged team and is viewed as a credible business leader leading staff to share in the vision of the organization


• Hiring, training and orientation of new staff


• Oversight of specific budget line-items and work with finance and underwriting


• Defining and implementing quality improvement initiatives


• Management of Quality Initiatives including specific call center metrics and performance standards


• Ensuring international coordination of EAP services with high profile global customers


• Ongoing communication and participation in meetings with leadership team within the call center and across other program sites


• Clinical Supervision: Monthly 1:1's; consultation on risk and high profile cases; group training on clinical areas such as domestic violence, frequent callers, mental health conditions, etc.


• Clinical and operational compliance with all policy and procedures related to the units; including all quality issues


• Internal and multi-site management team meetings


• Sales support; subject matter expert for RFP's; able to represent all EAP products and operations at sales presentations to potential customer accounts


• Client Services support; able to represent all EAP products and operations with current customers in presentations, implementations, complaint resolution and other meetings


• Project Management; leading and participating in optimization, product development and other projects as assigned


• Knowledge of facility requirements and options for each site managed


• Vendor Management for EAP specific vendors which includes initiation of the vendor procurement process, management of Service Level Agreements and Statements of Work, managing internal staff who work directly with vendor, representing vendor services to internal Optum departments and monitoring vendor costs to ensure staying within defined budget by requiring the most effective use of vendor services

Required Qualifications:

• A Masters degree in psychology, social work or related field


• Current unrestricted clinical license in state of employment required


• A minimum of 5 years post graduate clinical or social services experience


• A minimum of 3 years of successful direct leadership and people management experience


• A minimum of 3 years successful clinical call center management experience


• Experience in brief cognitive-behavioral, problem solving/family/crisis interventions with knowledge of Solution Focused counseling and either Child/Parenting issues (counseling, development, family studies or education) or Adult/Elder experience(geriatrics, public health, social work)


• Competency in using multiple PC applications including Word, Excel, case management software, Internet applications


• Strong, collaborative, proactive communications skills


• Strength and experience in data analysis, planning, organization, accuracy, problem solving, prioritization and rapid execution of multiple tasks


• Flexibility and dependability, ability to travel
  

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: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.

Job Keywords: Manager, EAP Manager, Call Center Manager, Employee Assistance Program Counselor, Employee Assistance Program Supervisor, Call Center Supervisor, Supervisor, LMFT, LCSW, Psychologist, PsyD, Behavioral Health, Employee Assistance Program, Mental Health, San Francisco, CA, California