The EAP Call Center Representative will be responsible for offering a client centric experience connecting callers to appropriate resources as needed answering inbound calls quickly, efficiently and in a courteous manner.
This position will also screen for potential risk concerns and facilitate connections to licensed professionals as necessary.
Client outreach and case follow-up will also be completed to ensure a timely service connection has been located.
Serves as the initial point of contact for USPS employees, family members, and providers.
Demonstrates strong customer service skills, including empathy, reflective listening, and de-escalation.
Triages crisis callers to clinical staff following established protocols.
Authenticates callers, verifies demographics and eligibility per HIPAA guidelines.
Completes documentation in compliance with USPS policy and regulatory standards.
Processes authorizations and responds to benefits and claims inquiries.
Educates providers and members on EAP benefits and promotes program utilization.
Provides referrals to field staff or network providers to ensure timely access to care.
Collaborates with provider relations to maintain accurate network listings.

Bachelor’s degree in Social Work, Psychology or related healthcare field and 1-3 years of experience in a health care, managed care and/or customer service setting; OR high school diploma and 3-5 or more years of experience in a health care, managed care and/or customer service setting
Strong computer and keyboarding skills (MS Outlook, MS Word, MS Excel, Adobe Acrobat, and data processing), including the ability to document while simultaneously while taking information over the phone
Excellent written and verbal communication, interpersonal, and organizational skills
Ability to talk and type simultaneously.
Ability to pass background check upon hire and throughout employment to include criminal felony & misdemeanor search, SSN validation/trace search (LEIE), education report (highest degree obtained), civil upper and lower search, 7-year employment report, federal criminal search, statewide criminal search, widescreen plus national criminal search, health care sanctions-state med (SAM), national sex offender registry, prohibited parties (OFAC) (terrorist watchlist), and a 10-Panel Drug Screen, which includes marijuana regardless of state legalization.
The ability to undergo a Public Trust background investigation, which includes fingerprinting, and receive a favorable adjudication.
US Citizenship for at least 5 years.

401(k) with competitive employer match
Opportunity for meaningful growth, both personally and professionally, where your unique background and experience is welcomed and valued.

EAP Call Center Representative

Key skills