EAP Clinical Consultant - Evernorth - Remote

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.

Reporting Structure:
This role will report to the Senior Manager of Case Management and collaborate closely with EAP leadership, clinical operations, and account management teams.

If you will be working at home occasionally or permanently, the internet connection must be obtained through a ...