Care Coordinator (EAP)

The Care Coordinator II is a licensed master’s level clinician who plays a critical role in delivering high-quality, responsive EAP services in a fast-paced, high-volume environment. This position blends care coordination, clinical case management, and real-time support, requiring a strong ability to multitask while maintaining consistent availability to respond to inbound calls and service requests.As a core member of the Client Services Team, the Care Coordinator serves as both a front-line clinical resource and a care navigator, balancing the demands of a call-driven service model with ongoing case management. This role is responsible for managing the full lifecycle of EAP cases from initial intake through resolution while collaborating closely with clients, providers, and organizational partners to ensure a seamless and supportive experience.Key Responsibilities:Client Intake & Access to CareServe as a primary point of contact for incoming EAP service requests from members Conduct telephonic intakes in a fast-paced environment Monitor and respond to activity within the online intake dashboard to ensure timely service deliveryRespond to service requests coming in via email and live chat Determine member needs during intake and develop EAP action plans to connect members with appropriate internal and external resourcesTriage cases, conduct safety risk assessments, and provide in-the-moment clinical support Case Management & Care CoordinationOwn cases from intake through closure, ensuring continuity of care, appropriate follow-up based on established SOPs, to deliver a high-quality member experienceConduct proactive outreach and follow-ups in alignment with internal SOPsProvide ongoing case management, including coordination with internal teams and external providers to monitor member engagement to ensure continuity of careWorkplace & Organizational SupportOversee mandatory/formal referral cases including providing organizational guidance to HR regarding member concerns and referral needsTrack and communicate member progress, attendance, and compliance via timely reports to HRCoordinate and support Critical Incident Response (CIR) services following workplace crises or traumatic eventsFacilitate logistics and communication for individual and group-based response servicesProvider Network ManagementCoordinate care with external affiliate providers and treatment resourcesSupport onboarding of new providers into the EHR and provider databaseMaintain provider records to ensure network quality, accessibility, and alignment with organizational standardsDocumentation & Systems ManagementMaintain accurate, timely, and compliant documentation across all systemsEnsure cases, communications, and provider interactions are properly documentedUtilize EHR and internal systems to manage workflows and reportingPerformance Expectations:This role operates in a metrics-driven environment with a strong emphasis on responsiveness, quality, and client experience. Success in this role includes:Meeting service level expectations for call response times and first outreachCompleting referrals within defined turnaround timeframes while maintaining quality alignmentEnsuring timely, accurate documentation and compliance with established workflowsDelivering high-quality client interactions as measured through quality assurance reviewsContributing to strong client satisfaction outcomesQualifications & Required Knowledge, Skills, and Abilities: Education & LicensureMaster’s degree in social work or counseling related field is requiredActive clinical licensure requiredExperienceExperience in care coordination, case management, or behavioral health services requiredExperience conducting intake assessments and managing active caseloads requiredExperience in EAP, managed care, or brief-solution oriented environments preferredBilingual, Spanish-speaking clinician is a plusCore CompetenciesStrong clinical judgment, critical thinking, and ability to assess risk Ability to manage multiple cases while maintaining responsiveness and attention to detailSkilled in crisis intervention, de-escalation, and short-term supportHighly organized with strong follow-through and accountabilitySelf-motived, ability to multitask at a high levelEffective communicator with the ability to engage both members, providers, and corporate partnersComfortable navigating multiple systems simultaneously (e.g., EHR, Microsoft Planner, VOIP phone system, MS Teams, Outlook) while maintaining accuracy and responsivenessWhat Sets This Role Apart?Combines clinical expertise with operational ownership; you are both the clinician and the care coordinatorOffers exposure to workplace mental health, crisis response, and organizational consultationProvides the opportunity to influence both individual outcomes and organizational wellbeing Work Environment Requirements: This is a full time role. The schedule is Monday - Friday 8:30a-5:00pm CST.This is a fully remote position. However, candidates must reside in Texas.Candidates must have access to reliable high-speed internet and a private, designated workspace that supports confidentiality and minimizes distractions. Why Join National EAP? At National EAP, we deliver concierge-level support that makes a meaningful difference in people’s lives every day. Our team is collaborative, mission-driven, and committed to providing exceptional care to the individuals and organizations we serve.We offer a comprehensive benefits package, including medical, dental, and vision coverage, a 401(k) with company match, generous paid time off and sick leave, and regular opportunities for team connection and engagement.National EAP is an EEO employer and provides an employee focused dynamic work environment.