EAP Triage Consultant

Making great happen. Work with great people and be challenged to reach your potential. We depend on highly skilled and enthusiastic achievers like you to provide innovative solutions for thousands of companies and twenty five million employees worldwide. By fostering values that promote freedom and flexibility we encourage professional growth and offer rewarding career opportunities. Innovate, lead, and grow by doing what you love to do. EEO/M/F/D/VJOB RESPONSIBILITIES:
Answer all calls promptly, provides brief initial screening, including a screen for immediate risk and then triage callers to appropriate resource within the LifeWorks services business. Assistance includes initial assessment/intake, crisis intervention, referral to appropriate resource, and follow-up. Discerns carefully which callers require immediate intervention or attention and which can be transferred to an intake consultant or other appropriate resource. Provides direct assistance to callers requesting information about services including eligibility and scope of service, that do not require further assistance or assessment. Gathers prescribed demographics and eligibility data from all callers prior to transferring a call and facilitates smooth transfer of calls. Documents all contacts via case management system. Handles all calls which caller is at risk of discontinuing contact with the Service Center. Responds to the volume of call activity as it ebbs and flows on any given shift.Is cognizant of and contributes toward achieving individual, team, and service center performance benchmarks (including average speed of answer, abandons, average talk time, etc.). Attends weekly team meetings/trainings as assigned. Actively participates in assessing triage effectiveness and efficiency and offers solutions for improvement. Contributes toward establishing a positive working environment within the triage team.
Schedule: M-F 1:30 - 10:30 pm CT or 2:30 - 11:00pm ETQUALIFICATIONS:
Minimum:A master's degree in a related discipline, such as education, social work, counseling psychology or gerontology.One plus years of clinical experience preferably in the EAP setting.Knowledge and experience in core service areas of child development, parenting, adoption, education and services for older adults.Ability and interest to learn new areas of product portfolio and add-on products.Excellent communication skills.Team player.Good customer service, business and technical skills.Ability to multi-task and work in a fast paced, high change environment.Creative and flexible.Preferred Qualifications:A master's degree in a related discipline, such as social work, counseling psychology, education or gerontology with licensure.Knowledge and experience in core service areas of child development, parenting, adoption, education, services for older adults, addiction disorders, emotional well being, work issues and critical incident stress debriefing.Prior EAP experience with Certified Employee Assistance Professional certification.Diverse experience in counseling, social work or mental health services.EAP and substance abuse experience preferred.Excellent customer service, business and technical skills.Position can be located in Eagan, MN or Plymouth Meeting, PA.Triage PA,Windows