Job Description:

This position provides and oversees a variety of clerical and specialized administrative functions of confidential nature for the Intermountain Employee Assistance Program (IEAP). This position is a client-focused role that requires excellent customer service skills, the ability to manage sensitive and often difficult and complicated client mental health related concerns, and appropriately respond to various requests from key stakeholders who have purchased IEAP services.

This position requires critical thinking and excellent customer service skills and supports multiple offices across Utah while coordinating service requests across multiple states.

The primary responsibilities include: managing requests for IEAP services from key client company stakeholders, answering inbound and outbound calls, triaging calls and assessing for appropriate EAP response, scheduling appointments, documenting client information within IEAP specific software platform, providing administrative support to 20 clinical staff (and growing), and creating an outstanding customer experience as the first point of contact with EAP.

Service Coordinator:

• Triages and effectively manages incoming calls for urgency, intensity and service request. Supports client in the moment and efficiently directs calls the appropriate EAP resource.

• Maintains a complete knowledge of system wide program procedures and logistics associated with the assigned role across multiple offices and services provided across various states. Takes ownership for and oversees all administrative functions ensuring work is completed.

• Manages requests for counseling services. Clients are located in multiple states and need to be scheduled with a licensed, mental health professional in their state. Understanding of IEAP provider network and knowledge regarding how to access is critical. Assuring client is feeling supported and understands next steps in the process.

• Greets customers. Updates client EAP records and ensures program procedures and policies are followed. Manages multiple caregivers’ schedules.

• Coordinates routine and non-routine projects that may include tasks such as gathering data, in-depth research, creating spreadsheets or databases to compile data, creating and running reports, reviewing and summarizing data, or tracking large amounts of information. Maintains complex files and records.

Minimum Qualifications

• Ability to manage sensitive and often highly emotional incoming calls while maintaining professionalism.

• Critical thinking and problem-solving skills.

• Excellent customer service skills.

• Experience in an office setting or working in a clerical position with customer service, keyboarding, and data entry responsibilities.

• Experience in a role requiring effective verbal, written, interpersonal communication, and collaboration skills.

Preferred Qualifications

• Bachelor’s Degree from an accredited institution. Degree will be verified.

• Experience working in EAP or healthcare setting

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Additional Information

• This is a full-time position with working hours sometime between 7:00am to 6:30pm Monday through Friday.

Physical Requirements:

Anticipated job posting close date:

05/05/2024

Location:

EAP- Ogden

Work City:

Ogden

Work State:

Utah

Scheduled Weekly Hours:

40

The hourly range for this position is listed below. Actual hourly rate dependent upon experience.

$19.08 - $29.04

We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

Learn more about our comprehensive benefits packages for our Idaho, Nevada, and Utah based caregivers (https://intermountainhealthcare.org/careers/working-for-intermountain/employee-benefits/) , and for our Colorado, Montana, and Kansas based caregivers (http://www.sclhealthbenefits.org) ; and our commitment to diversity, equity, and inclusion (https://intermountainhealthcare.org/careers/working-for-intermountain/diversity/) .

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Intermountain Health is a Utah-based, not-for-profit system of 33 hospitals (includes "virtual" hospital), a Medical Group with more than 3,800 physicians and advanced practice clinicians at about 385 clinics, a health plans division called Select Health, and other health services. Helping people live the healthiest lives possible, Intermountain is widely recognized as a leader in clinical quality improvement and efficient healthcare delivery.

Join our world-class team and embark on a career filled with opportunities, strength, innovation, and fulfillment.

To find out more about us, head to our career site here (https://intermountainhealthcare.org/careers/?utm_source=Workday&utm_medium=Redirect&utm_campaign=CareerHome_workday) .

Sign up for job alerts! Click ‘sign in’ at the top right corner, create a candidate account, and when we have opportunities that meet your interests, you will receive an email with the job details.

Intermountain Health strives to make the application process accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact 1-800-843-7820 or email recruitment@imail.org . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

We intentionally work toward an Intermountain Health that reflects our diverse communities and provides culturally competent care, health equity, and a sense of belonging amongst all our caregivers (employees). This is an important part of fulfilling our mission to help people live the healthiest lives possible. The three pillars of our work are talent experience with Intermountain (application, internship, development, etc.), community benefit, and care delivery.

Learn more about diversity at Intermountain, here. (https://intermountainhealthcare.org/careers/working-for-intermountain/diversity/)

Introduce yourself to our Talent Acquisition team and we will get in touch if there is a role that seems like a good match.

Intermountain Health’s PEAK program supports caregivers in the pursuit of their education goals and career aspirations by providing up-front tuition coverage paid directly to the academic institution. The program offers 100+ learning options to choose from, including undergraduate studies, high school diplomas, and professional skills and certificates. Caregivers are eligible to participate in PEAK on day 1 of employment. Learn more. (https://intermountainhealthcare.org/careers/working-for-intermountain/employee-benefits/peak-program/)

The primary intent of this job description is to set a fair and equitable rate of pay for this classification. Only those key duties necessary for proper job evaluation and/or labor market analysis have been included. Other duties may be assigned by the supervisor.

All positions subject to close without notice.

Thanks for your interest in continuing your career with our team!