University of Massachusetts Medical School

EAP Account Manager

Minimum Salary US-MA-Worcester
Job Location 3 months ago(12/22/2020 2:48 PM)
Requisition Number
# of Openings
Posted Date
Exempt/Non-Exempt Status
Non Union Position -W60- Non Unit Professional



Under the general direction of the Director of Office of Wellbeing (OWB), the Account Manager/Counselor is responsible for the clinical and non-clinical aspects of the Employee Assistance Program (EAP). This position serves as the primary contact for Corporate Clients and is responsible for the oversite of all client training, presentations, education, and clinical services.  This position is also responsible for activities and initiatives to develop, outreach, and expand current contracts and new business. This position provides comprehensive employee assistance to all employees and household members of UMMS and external organizations. The direct services include; assessment, information and referral, follow-up, short-term problem resolution, motivational counseling, case monitoring, in-house marketing to staff, consultation and training programs for a wide range of concerns (addiction, mental health, behavioral, work-related and personal problems which impact an employee's job performance). Position includes; on-call coverage; developing community linkages.  Position time is 50% account management and program development and 50% counseling with variations as required.



  • Oversee the day to day operations of the EAP.
  • Perform confidential EAP assessment, problem identification, short-term/solution focused counseling, motivational interviewing, intervention, referral and follow up to clients
  • Oversee the EAP clinical staff.
  • Perform risk assessments. Provides crisis intervention, critical incident and stress support services. Review high-risk cases in peer review with OWB director.
  • Consult, train, and assist corporate organization leaders regarding management of behavioral issues in the workplace.            
  • Conduct EAP orientation, training, workshops and staff support activities for internal and external clients.
  • Monitor the evaluations, treatment compliance and re-entry of chemically dependent and/or mentally ill employees, and provide consultation to Human Resources, managers, and Employee Health Services re: Return to Work.
  • Consult with supervisors, managers and organizational leaders on employee job performance impacted by personal issues                                          
  • Promote and educate the accessibility and importance of employee assistance services to employees, and their household members, and leadership, including managers and Human Resources.
  • Maintain up to date resources, program policy and procedure manuals.
  • Work with the Wellbeing Manager to develop work-life/wellness programs for departments and corporate organizations
  • Create relationships and linkages with counseling, treatment and other community resources
  • Follow EAP industry standards, procedures and practices; maintains confidentiality to the full extent of the law
  • Provide or assign client-related training, education, and presentations
  • Adhere to appropriate state and federal regulations and departmental policies and procedures.
  • Maintain EAP policy and procedure manuals and train staff on an annual basis.
  • Oversee all client-related customer service activities.
  • Manage Continuous Quality Improvement (CQI)activities within the program.
  • Collaborate with director and Wellbeing Manager to identify opportunities for outreach and expansion of current business.
  • Perform other related duties as required.



  • Master's degree in social work, psychology, mental health/behavioral health or related field
  • Current LICSW, LMHC or other mental health licensure in Massachusetts and 5 years of behavioral health experience
  • 5 years of work experience providing customer service training and education, or related experience
  • 1-3 years’ experience in clinical supervision.
  • Ability to meet performance deadlines in a dynamic environment
  • Ability to develop and effectively implement client education programs
  • Excellent oral and written communications skills
  • Ability to travel to off- site locations. Some night and evening appointments. Provide on-call coverage 

Additional Information


  • CEAP Certification
  • Documented experience with EAP, EAP Core Technologies and chemical dependency.
  • Bilingual



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