• Schedule: Monday-Friday, assigned 8 hour shift between 12pm-12am EST including possible weekends and holidays to fill in gaps.
• 40 hours/week
• Must be able to commit to a 6-8 week (40 hrs/week) training period, Mon-Fri 8:30-5pm EST
• Credentials: minimum provisionally licensed (LMSW, LAPC, LAMFT…)
• Proof of COVID-19 vaccination is required before employment, except in case of approved exception. This policy applies to remote workers.
• Must be able to pass a Drug Test
• Benefits: Medical, Dental, Sick, Vacation, etc. Clinical supervision may be available for Georgia applicants.

• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations. Adapts easily to change and to shifting priorities.
• Knowledge of management principles and familiarity with company products, services, and policies.
• Strong coaching and leadership skills, ability to motivate employees.
• Decisiveness and attention to detail. Efficient and multitasker.
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
• Excellent inter-personal communication, relationship building, and consultative skills.
• Excellent organizational, time management, problem resolution, and proactive communication skills (written and verbal).
• Analyzes, evaluates, assimilates, and understands incoming information and uses cognitive skills to determine direction independently.
• Ability to offer telephonic support for clinically appropriate concerns in addition to crisis intervention when needed.
• Responds, answers, or directs information requests on a variety of topics.
• Proactively identifies solutions that enhance team performance and improves member retention and relations.

• Leading the contact center’s Member Care Specialists as they provide support for members. Answering Member Care Specialist’s questions, guiding them through difficult calls or issues, diffusing distressed members, or serve as point of escalation for issues requiring additional expertise, or discernment in order to resolve complex Members’ issues.
• Asking questions to better understand the calls Member Care Specialists are receiving, educating, and coaching the team regarding processes and practices, and explain expectations to employees.
• Assisting other management team members in identifying trends and establishing call center goals. Call Center goals may include Service Levels, Abandonment rate, Average Speed of Answer and resolution rate.
• Ensuring staff members are achieving desired service levels by offering individualized coaching, executing recommended solutions and taking corrective action, as needed.
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.

• Respond to calls, texts, chats, and other forms of contact within a timely manner in adherence to company service standards.
• Screening and discerning urgency regarding management requests for organizational services and escalating to the corresponding department.
• Assess for and meet the needs of new EAP or SAP members through clinical interviews using an abridged version of a bio-psycho-social assessment which includes:
• Evaluating the acuity and clinical urgency of members and intervenes in crises, as needed.
• Helping members identify personal, familial, and occupational problems that are currently or potentially impacting functioning, work performance, quality of life, and/or wellbeing.
• Assessing and enhancing member’s readiness for change using motivational counseling principles and techniques.
• Conducting substance abuse assessments to determine appropriate levels of care and ensures timely referrals to medical, detoxification, or other treatment resources as needed.
• Assessing for child and elder abuse or neglect and takes appropriate steps to ensure safety.
• Offering coping skills, problem-solving, and psychoeducation for members looking for immediate counseling support.
• Discerning if the services offered by Espyr are applicable for the member and, if not, appropriately connecting the member to the suitable level of care and resources.
• Engaging in case consultations with peers and supervisors as needed or directed.
• Assisting with coordination of member appointments to ensure timely connection to services in accordance with company standards.
• Conducting follow-up activities with members to ensure timely appointments and follow through on referrals, client stability and wellbeing, problem resolution, occupational functioning, satisfaction, and progress in counseling.
• Handling member escalations from internal and external parties that require additional assessment, crisis intervention, and immediate support.

• Assisting with case audits and corrections to ensure accuracy for client reporting.

• Resolves service issues using independent judgment in conjunction with established procedures by determining the cause of the problem; selects and explains the best solution to solve the problem; expedites correction or adjustment; following up to ensure resolution.

• Complying with all clinical and professional protocols, processes, and policies.

Espyr® is a leading voice in the field of mental health solutions. Our mission is to enable people and organizations to achieve their full potential. One of the ways we do this is by providing immediate, customizable behavioral health solutions that extend beyond mental health counseling. We aim to help clients care for their members holistically with technology-enabled coaching and counseling, leading to higher engagement, reduced health claims, and better ROI.