Job Description
The EAP Clinical Consultant will act as the operational clinical SME for EAP/Employer Services, supporting processes, workflows, escalations, and strategic initiatives. This role will interface with matrix partners (e.g., Account Managers, Sales, Product, Claims, Provider Relations) to ensure alignment between operational capabilities and client expectations, thereby enhancing retention and satisfaction.
Core Responsibilities:
- Serve as the primary point of contact for internal partners regarding EAP clinical operations (member and employer services).
- Provide consultative support during implementation of new EAP accounts, including clarification of protocols (e.g., CISM, DOT/SAP, FFD, Nuclear Screening).
- Lead coordination of optional services rollouts, ensuring operational readiness and accurate system configuration (e.g., OLAM, Groups & Benefits).
- Investigate and resolve escalated clinical service delivery issues from clients, brokers, and internal teams.
- Collaborate with matrix partners to identify root causes, implement corrective actions, and ensure service recovery.
- Maintain and analyze the Employer Services Log Repository to track trends and inform improvements.
- Act as operational/clinical liaison for key EAP vendors (e.g., WPO, CLC, MSA, PsyBar, R3 Continuum).
- Address service issues, coordinate quarterly/annual reviews, and support workflow enhancements.
- Own, support, and maintain EAP-related communication templates and program materials (e.g., ROI forms, customer letters, IRIS site, manager microsite).
- Partner with Compliance and Privacy teams to ensure all external communications meet regulatory standards.
- Participate in cross-functional initiatives such as Enhancing Clinical Value, Disaster Readiness, and EAP/Confide Migrations.
- Represent EAP in governance and advisory committees (e.g., Behavioral Technical Writing, EBH Escalation Advisory Board).
- Provide education to Account Management teams on EAP workflows, protocols, and operational solutions.
- Support finalist presentations and RFP/RFI responses related to Employer Services.
Required Skills & Qualifications:
- Licensed behavioral health clinician (e.g., LCSW, LPC, LMFT, PhD/PsyD) preferred.
- Deep understanding of EAP clinical operations, employer services, and behavioral health systems.
- CEAP Certification required within 2 years of role attainment.
- Strong analytical, problem-solving, and communication skills.
- Experience managing escalations and service recovery in a matrixed environment.
- Proficiency in systems such as OLAM, TruCare, PMRS, DG/CAMs, and CART.
If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.
For this position, we anticipate offering an annual salary of 90,000 - 150,000 USD / yearly, depending on relevant factors, including experience and geographic location.
This role is also anticipated to be eligible to participate in an annual bonus plan.
We want you to be healthy, balanced, and feel secure. That's why you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna Group .
About Evernorth Health Services Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.
Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.
If you require reasonable accommodation in completing the online application process, please email:
[email protected] for support. Do not email
[email protected] for an update on your application or to provide your resume as you will not receive a response.
The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.
Job Tags
Permanent employment, Local area, Work from home,