EAP Mental Health Administrator

EAP Mental Health Administrator
HealthHero, Ireland

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Jan 12, 2023
Last Date
Feb 12, 2023
Location(s)

Job Description

HealthHero - breaking down the barriers to Healthcare and Wellbeing.

Validium is part of HealthHero, Europe’s leading Digital health service provider. HealthHero provides a full spectrum of primary care services delivered through a suite of digital tools, and is the preferred supplier for over 1000 + businesses, 30 M+ lives covered, and 3 m+ consultations in 2021. We have over 4,160 Clinicians within our network and have over 743 Core Clinical Resources, including Multidisciplinary Teams, GP;s, Specialist, Mental Health Teams, MSK, Urgent Care.

HealthHero currently operates in United Kingdom, Germany, France and Ireland.

Validium is the mental health and wellbeing arm of HealthHero, and has been the market leader for EAP quality and standards for over 20 years. Our mental health services are now an integral part of the culture of many successful organisations in the private and public sector, providing industry thought leadership, innovation, value for money and the highest quality standards.

We work in partnership with HR professionals, business leaders and service users in a range of environments, to prevent and overcome the stress, trauma and absence issues that can limit people from performing and engaging with life.


We are looking for a full time EAP Mental Health Administrator with Critical incident administration support duties.

This is a hybrid working role with an office based in Dublin.

This role will involve:

Working alongside the Clinical Team to support customer requests coming into the EAP.

Managing the shared mailbox and communicating with internal teams, customers, and our affiliate network.

Coordinating with our network and internal teams in order to complete the administrative requirements to arrange support for customers.

Tracking key data for reporting purposes and ensuring cases are being processed to meet customer SLAs.

Assisting other teams where there is a need for additional support on administration or customer support.

Other main Duties and Responsibilities

  • Managing customers’ expectations around the timelines and delivery of Customer SLAs, including but not limited to Critical Incidents.
  • Answering calls appropriately, as per internal processes, to ensure the correct support is arranged from customers and affiliate.
  • Logging phone or email requests and communicating with other teams to liaise appropriate response to these requests.
  • Arranging, organising, and scheduling remote/online meetings., including the setting of up invites with external contacts/customers/clients as well as managing any administrative tasks related to these tasks. Healthhero currently uses Teams to organise these meetings.
  • Managing shared inboxes as per internal processes and updating Case Management System adequately when required.
  • Liaise with internal clinical staff regarding the triaging of services such as EAP, Psych Services Support, CI Responders and PRSV Affiliates to ensure the delivery of high-quality Support and Service


Requirements


  • Having a methodical approach that demonstrates good organisational skills, attention to detail, and ability to multitask while prioritising work tasks as required by the needs/demands of the business.
  • Awareness of GPDR regulation and ability to manage sensitive and confidential data and understanding how important is to always follow Clinical Compliance processes when handling and sharing sensitive data.
  • Working knowledge of Microsoft Office packages including Word, Outlook, Excel and PowerPoint
  • Ability to manage a high level of data administrative work
  • Ability to work independently and manage own workload alongside working as part of a team and being able to communicate correctly to ensure that tasks are followed up to full completion.
  • Competency in inter-personal skills and communication with the ability to work collaboratively with customers, relevant partners, affiliate counsellors and internal colleagues.
  • Confidence in all forms of communication with colleagues and customers including telephone, email and instant messaging.
  • Ability to be proactive and flexible to meet the demands of the organisation workload and demands/needs.

Desired requirements :

  • Previous experience working for an EAP
  • Experience of using telephony systems in a customer facing role
  • Experience in engaging with affiliate counsellors and customers
  • Experience in handling of Critical Incident requests
  • Knowledge of the mental health sector
  • Previous GDPR training
  • Knowledge of using Case Management Software

Benefits

Job Specification

Job Rewards and Benefits

HealthHero

Information Technology and Services - London, United Kingdom
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