Job Details
Care Coordinator
2026-04-05 Health Advocate all cities,AK
Description:
EMPLOYEE ASSISTANCE CARE COORD
BASIC FUNCTION
Responsible for providing support relating to Employee Assistance Program (EAP) clients or
members; tracking and follow up with assigned members
while adhering to established Standard Operating Procedures (SOP) which may include
contacting member to ensure appointments have been scheduled and obtaining feedback on
affiliate counseling services; performing searches to locate in network providers or facilities with availability; completing case management tasks related to active cases; triaging member calls and chats.
MAJOR JOB ACCOUNTABILITIES
Employee Assistance Support Functions - Responsible for providing support relating to
Employee Assistance Program (EAP) clients or members
while adhering to corporate and departmental policies and procedures
* Assist with general client or member inquires ensuring to escalate to appropriate resource as
needed
* Track and follow up with assigned members while adhering to established Standard
Operating Procedures (SOP) which may include contacting member to ensure appointments have
been scheduled and obtaining feedback on affiliate counseling services
*Process incoming voicemails and off hours call reports
*Research and identify local EAP affiliate providers and care facilities with availability based
on member preferences
*Escalate member crisis situations to appropriate trained resources ensuring appropriate care is
Received
*Complete daily case management tasks as assigned by care managers
*Triage incoming member calls
*Provide needed documentation and applicable paperwork to affiliate providers
*Maintain required documentation in an accurate and timely manner using established systems
* Consistently strive to provide highest levels of client satisfaction during each point of contact
with client
*Maintain strict confidentiality of information provided by customer or data accessed within
assigned systems
*Ensure policies and procedures are in compliance with all applicable laws and regulations,
including the privacy of employee health information in compliance with federal and state laws
such as the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and other
legislation
Research Assistance - Assist in resolving routine issues by identifying issue(s) and researching
in a timely manner
* Follow research through until resolution
* Document all issues thoroughly maintaining department files
* Continuously evaluate the status of all work efforts, ensuring all tasks are prioritized to assist
in providing timely and quality services
* Assist in monitoring issue trends, escalating such trends to supervisor to determine appropriate
actions necessary to eliminate future occurrences and improve service levels
Team Interface/Customer Service - Establish and maintain a professional relationship with
internal/external customers, team members and department contacts
* Cooperate with team members to meet goals or complete tasks
* Provide quality customer service that exceeds customer expectations and improves level of
service being provided
* Treat all internal/external customers, team members and department contacts with
dignity/respect
* Escalate to supervisor any situation outside the employee's control that could adversely impact
the services being provided
Mental and Physical Requirements - -
*This position will be exposed mainly to an indoor office environment and will be expected to
work near or around computers, telephones, and printers
*The nature of the work in this position is sedentary and the incumbent will be sitting most of the
time
*Essential physical functions of the job include typing, grasping, pulling hand over hand, and
repetitive motions to utilize general computer software/hardware continuously throughout the
work day
*Essential mental functions of this position include concentrating on tasks, reading information,
and verbal/written communication to others continuously throughout the work day
Related Duties as Assigned - -
* The job description documents the general nature and level of work but is not intended to be a
comprehensive list of all activities, duties, and responsibilities required of job incumbents
* Consequently, job incumbents may be asked to perform other duties as required
* Also note, that reasonable accommodations may be made to enable individuals with disabilities
to perform the functions outlined above
* Please contact your local Employee Relations representative to request a review of any such
accommodations
MINIMUM QUALIFICATIONS
Applicant for this job will be expected to meet the following minimum qualifications.
Education
*Bachelor's degree from an accredited college or university with major coursework in
psychology, behavioral health, health care management, liberal arts or a related field required.
Experience
*Minimum of two years of customer service, health care, or case work experience is required
Other
*Intermediate knowledge of MS Excel, Word
Company Overview
Health Advocate is the nation's leading provider of health advocacy, navigation, well-being and integrated benefits programs. For 20 years, Health Advocate has provided expert support to help our members navigate the complexities of healthcare and achieve the best possible health and well-being. Our solutions leverage a unique combination of best-in-class, personalized support with powerful predictive data analytics and a proprietary technology platform to address nearly every clinical, administrative, wellness or behavioral health need. Whether facing common issues or an unprecedented challenge like COVID-19, our team of highly trained, compassionate experts work together to go above and beyond expectations, making healthcare easier for our members and ensuring they get the care they need.
Learn more
Health Advocate
Facebook
Video
Awards:
2025:
VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans.
PAY TRANSPARENCY NONDISCRIMINATION PROVISION
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-I.35(c)
Why is Health Advocate a great place to work? For starters, Health Advocate employees enjoy helping people every single day. Employees are given the training they need to do their jobs well, and they work with supervisors and staff who are supportive and friendly. Employees have room to grow, andmany of Health Advocate's supervisors are promoted from within the company. Join our award winning team!
2025:
- Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year - Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner
- Excellence in Customer Service Awards: Organization of the Year (Small)
- Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year - Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner
- Best in Biz Awards: Most Customer-Friendly Company of the Year - Medium and large category (Silver)
EMPLOYEE ASSISTANCE CARE COORD
BASIC FUNCTION
Responsible for providing support relating to Employee Assistance Program (EAP) clients or
members; tracking and follow up with assigned members
while adhering to established Standard Operating Procedures (SOP) which may include
contacting member to ensure appointments have been scheduled and obtaining feedback on
affiliate counseling services; performing searches to locate in network providers or facilities with availability; completing case management tasks related to active cases; triaging member calls and chats.
MAJOR JOB ACCOUNTABILITIES
Employee Assistance Support Functions - Responsible for providing support relating to
Employee Assistance Program (EAP) clients or members
while adhering to corporate and departmental policies and procedures
* Assist with general client or member inquires ensuring to escalate to appropriate resource as
needed
* Track and follow up with assigned members while adhering to established Standard
Operating Procedures (SOP) which may include contacting member to ensure appointments have
been scheduled and obtaining feedback on affiliate counseling services
*Process incoming voicemails and off hours call reports
*Research and identify local EAP affiliate providers and care facilities with availability based
on member preferences
*Escalate member crisis situations to appropriate trained resources ensuring appropriate care is
Received
*Complete daily case management tasks as assigned by care managers
*Triage incoming member calls
*Provide needed documentation and applicable paperwork to affiliate providers
*Maintain required documentation in an accurate and timely manner using established systems
* Consistently strive to provide highest levels of client satisfaction during each point of contact
with client
*Maintain strict confidentiality of information provided by customer or data accessed within
assigned systems
*Ensure policies and procedures are in compliance with all applicable laws and regulations,
including the privacy of employee health information in compliance with federal and state laws
such as the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and other
legislation
Research Assistance - Assist in resolving routine issues by identifying issue(s) and researching
in a timely manner
* Follow research through until resolution
* Document all issues thoroughly maintaining department files
* Continuously evaluate the status of all work efforts, ensuring all tasks are prioritized to assist
in providing timely and quality services
* Assist in monitoring issue trends, escalating such trends to supervisor to determine appropriate
actions necessary to eliminate future occurrences and improve service levels
Team Interface/Customer Service - Establish and maintain a professional relationship with
internal/external customers, team members and department contacts
* Cooperate with team members to meet goals or complete tasks
* Provide quality customer service that exceeds customer expectations and improves level of
service being provided
* Treat all internal/external customers, team members and department contacts with
dignity/respect
* Escalate to supervisor any situation outside the employee's control that could adversely impact
the services being provided
Mental and Physical Requirements - -
*This position will be exposed mainly to an indoor office environment and will be expected to
work near or around computers, telephones, and printers
*The nature of the work in this position is sedentary and the incumbent will be sitting most of the
time
*Essential physical functions of the job include typing, grasping, pulling hand over hand, and
repetitive motions to utilize general computer software/hardware continuously throughout the
work day
*Essential mental functions of this position include concentrating on tasks, reading information,
and verbal/written communication to others continuously throughout the work day
Related Duties as Assigned - -
* The job description documents the general nature and level of work but is not intended to be a
comprehensive list of all activities, duties, and responsibilities required of job incumbents
* Consequently, job incumbents may be asked to perform other duties as required
* Also note, that reasonable accommodations may be made to enable individuals with disabilities
to perform the functions outlined above
* Please contact your local Employee Relations representative to request a review of any such
accommodations
MINIMUM QUALIFICATIONS
Applicant for this job will be expected to meet the following minimum qualifications.
Education
*Bachelor's degree from an accredited college or university with major coursework in
psychology, behavioral health, health care management, liberal arts or a related field required.
Experience
*Minimum of two years of customer service, health care, or case work experience is required
Other
*Intermediate knowledge of MS Excel, Word
Company Overview
Health Advocate is the nation's leading provider of health advocacy, navigation, well-being and integrated benefits programs. For 20 years, Health Advocate has provided expert support to help our members navigate the complexities of healthcare and achieve the best possible health and well-being. Our solutions leverage a unique combination of best-in-class, personalized support with powerful predictive data analytics and a proprietary technology platform to address nearly every clinical, administrative, wellness or behavioral health need. Whether facing common issues or an unprecedented challenge like COVID-19, our team of highly trained, compassionate experts work together to go above and beyond expectations, making healthcare easier for our members and ensuring they get the care they need.
Learn more
Health Advocate
Video
Awards:
2025:
- Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year - Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner
- Excellence in Customer Service Awards: Organization of the Year (Small)
- Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year - Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner
- Best in Biz Awards: Most Customer-Friendly Company of the Year - Medium and large category (Silver)
- National Customer Service Association All-Stars Award: Service Organization of the Year.
- Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year - Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner
- Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year - Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner
- Excellence in Customer Service Awards: Organization of the Year (Small)
- Best in Biz Awards: Most Customer-Friendly Company of the Year - Medium and large category (Silver)
- Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year - Healthcare, Pharmaceuticals, and Related Industries, Silver Winner
- Stevie® Awards for Sales & Customer Service: Most Valuable Response by a Customer Service Team (COVID-19). Bronze Winner
- Best in Biz Awards: Most Customer-Friendly Company of the Year - Medium and large category (Silver)
- National Customer Service Association All-Stars Award: Organizations of 100 or Greater, Runner-Up
- Communicator Award of Distinction: October 2019 Broker News
- MarCom Awards: Gold, COVID Staycation Ideas brochure
- MarCom Awards: Platinum, 2021 Well-being Calendar
- Best in Biz Awards: Most Customer-Friendly Company of the Year - Medium category (Silver)
VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans.
PAY TRANSPARENCY NONDISCRIMINATION PROVISION
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-I.35(c)