SENIOR EAP OPERATIONS SPECIALIST (internal applicants only- apply by 1/18/22)


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Job Summary

Oversee FCH EAP operations including organization, implementation, tracking and preparedness of all EAP/MAP/PAP activities that are of a non-clinical nature; assist in implementation of FCH EAP groups and actively participate in resolution of complex issues; represent the department to outside vendors, clients, and internal staff. Support quality management and accreditation activities; comply with HIPAA and ERISA standards. Provide services to FCH EAP clients, input data, and assist in credentialing and re-credentialing of providers and billing. Provide administrative, clerical and production support to FCH EAP staff members and Account Executives. Position also supports other FCH EAP staff members and FCH departments in accomplishing departmental and company-wide projects and goals. 


First-response customer service representative duties to FCH EAP callers and client companies - taking phone calls, responding to email requests, facilitating referrals for assessment as well as work/life consultation, and follow up with client companies in regard to materials.

Main Duties

  •       Responsible for primary delivery and oversight of administrative duties of the department.

  •       Works with the Director of FCH EAP and Customer Service Supervisor to ensure compliance of departmental standards;  implement, monitor, and problem-solve all operational issues.
  •       Communicates with Finance, IT, Marketing, and other FCH departments, providing updates and reports as needed and building positive relationships within the company.
  •       Reviews all vendor bills ensuring accuracy and confirmation that each service was provided and correctly invoiced.  Serves as primary contact for administrative/billing aspect of all vendor contracts and relationships.  Responsible for all implementation of vendor invoice client information into computer system and payment of all vendor invoices.  
  •       Oversees Provider credentialing, re-credentialing, invoicing, and payments.
  •       Assists with inventories of supplies and communicating with vendors regarding purchasing, inventory, terms, pricing, and billing.
  •       Checks mail daily.  Composes, formats, and proofreads correspondence.
  •       Updates and enters all customer, pricing, broker, and contact information, lists and databases necessary to prepare and deliver accurate operational lists, group invoices, termination reports, new group referral lists, and roster list for vendors.
  •       Responsible for implementation and administration of all non-clinical services provided to contracted groups and customers.
  •       Manages and provides oversight to processes in database program.  Works closely with IT and other departments to determine best business practices. 
  •       Helps test and implement system changes and enhancements that help the business remain effective and efficient.
  •       Facilitates new systems and functions within the department.
  •       Works closely with internal and external customers to find solutions and provide a high level of operational solutions, ensuring promptness, thoroughness, and accuracy of information.
  •       Assists with developing, revising, and implementing operational procedures.
  •       Scans and indexes all necessary documents, maintaining files and correspondence. Educates and trains mailroom employees on scanning and indexing of provider credentialing and provider invoices for clients.
  •       Serves as first-responder backup to multi-line telephonic Customer Service Representatives from 8am to 5pm (Monday through Friday): receiving client information, contacting providers, triaging calls as necessary, routing to the appropriate FCH EAP staff member, and coordinating referrals and intake requests.
  •       Ability to effectively receive and respond to 30 or more phone calls and client email requests per day; responding to phone calls within one to two rings and to emails within 15 minutes of receipt.
  •       Accurately and consistently inputs client and provider information into FCH EAP case & expense management software programs. 
  •       Collects, organizes and ships EAP/MAP/PAP marketing and promotional materials to client companies, brokers and end users, including newsletters and new group materials, splash pages, and related activities.
  •       Supports FCH EAP clinical, management, administrative and customer service staff as needed in achieving departmental goals and timelines. Ability to take ownership of FCH EAP needs as they emerge throughout the business day.
  •       Assists with the development and maintenance of FCH EAP website and coordination with company IT department.
  •       Verifies monthly commissions report, generates weekly reports for Accounts Payable and Director of EAP and a monthly report for Accounts Receivable.  Collects, compiles, and summarizes financial data and prepares reports.
  •       Assists in preparation and assembling of proposals and marketing materials.
  •       Takes minutes for committees and department as needed, tracking and following up on action items as necessary. Prepares and coordinates agendas, presentation materials, and meal arrangements as needed.
  •       Other assigned duties upon request.


  • High School Diploma or Equivalent.
  • Strong verbal, written, and interpersonal skills.  Excellent initiative, communication (written and verbal), and facilitation skills are required. Communicate effectively with a variety of individuals representing diverse cultures and backgrounds and function calmly in challenging situations, which requires a high degree of sensitivity, tact and diplomacy.
  • Advanced computer skills and knowledge. Ability to multitask with different computer programs.
  • Accuracy, organizational skills, attention to detail and ability to prioritize work and meet deadlines.
  • Three years (or equivalent) Operations or Customer Service Representative experience (preferably) in an EAP/MAP/PAP or healthcare setting (or similar), with high-volume and multi-tasking responsibilities.
  • Must be able to multi-task and work well in a fast-paced environment.
  • Proficient computer skills in Outlook, Word, Excel, and PowerPoint. Ability to type at least 40 WPM.
  • Demonstrable problem-solving skills and experience in the work setting.
  • Above average spelling ability and the ability to accurately input FCH EAP data and client healthcare information.
  • The ability to work independently with minimal supervision and understand the dynamic environment, quality-focused, customer service driven nature of FCH EAP.
  • Proven ability to work collaboratively in a team environment in a positive and professional manner.
  • Ability to organize, manage, control work flow, and meet deadlines with attention to detail.

  • Initiative, consistency in work performance and entrepreneurial enthusiasm in a dynamic work setting.

Our Benefits

Become a First Choice Health employee and enjoy our generous benefit package. We offer competitive benefits that are much beyond the traditional basics.

Click here to learn more about our competitive benefit package.

How to Apply

Please submit your resume to [email protected].

Additional information about our company may be found on our website