EAP Operations Manager

2 weeks ago


Denver, Colorado, United States International SOS Government Medical Services Full time
Job Title: EAP Operations Manager Job Summary: International SOS Government Medical Services is seeking a highly skilled EAP Operations Manager to oversee and manage the operations of the Employee Assistance Program (EAP) within our organization. The ideal candidate will have a deep understanding of workplace behavioral health principles and will be responsible for ensuring the quality, consistency, and effectiveness of EAP services across multiple federal agencies. Key Responsibilities: * Collaborate with the Business Development Division of FOH to review quarterly reports with customers, assess target utilization rates, and identify outreach opportunities. * Provide ongoing consultation to agency points of contact and senior management to design training and education plans, handle difficult cases, and design critical incident plans. * Work closely with agencies considering additional services to ensure coordination and collaboration with current EAP services. * Address complaints and concerns from EAP customers, including cases handled inappropriately, training sessions that did not meet expectations, or difficulties in accessing services. * Refer formal complaints or grievances to supervisors for resolution. * Collaborate with the EAP call center to coordinate responses to requests for critical incident services, ensuring appropriate collaboration with EAP vendors and emergency workers. * Participate in FOH EAP management planning, development, and implementation of strategic program management goals, including establishing action assignments and tracking progress. * Guide EAP changes and policy development as a member of agency EAP advisory boards or steering committees. * Assist new FOH customers with program operation details, employee orientations, supervisor training, and policy development. * Ensure vendor coverage in new agency geographic areas and bring on additional staff as needed. * Serve as an FOH EAP specialist, ensuring the integrity of the FOH EAP program through consistent and quality application of program policies and practices. * Represent FOH EAP customer agency concerns and interests to FOH EAP management. * Interpret professional, legal, and FOH policies to provide solutions to occupational health issues and concerns. * Use significant initiative and creativity in applying broad guidelines to specific situations or issues, often requiring innovative approaches. Requirements: * Comprehensive knowledge of the FOH organization, including its mission, structure, operations, services, goals/objectives, policies, and procedures. * In-depth understanding of workplace behavioral health/EAP principles, theories, concepts, procedures, and professional practice guidelines. * Strong analytical and evaluation skills, with the ability to apply complex organizational principles across diverse geographic and organizational lines. * Proven ability to develop and maintain effective working relationships with professional and support personnel, professional organizations, and educational institutions. * Exceptional communication skills, both oral and written, with the ability to present successful orientations and trainings, as well as recommendations to various audiences. * Ability to use discretion, judgment, and creativity in applying guidelines to specific situations or issues. Additional Information: International SOS Government Medical Services is an equal opportunity employer and does not discriminate against employees or job applicants based on race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws. Compensation: The salary range for this position is $75,000 - $115,000, with a comprehensive and competitive benefits package including medical, dental, vision, and basic life insurance. Additional benefits include a 401k plan, paid time off, and an annual bonus.

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