Director of Employee Assistance Program Services

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

We are looking for a dynamic individual with a clinical background and business management experience to lead our Employee Assistance Program in both our Princeton and Philadelphia offices. This program offers a full suite of wellness services with the ultimate goal of helping organizations create and retain a fully engaged and productive workforce.

Summary:

• Responsible for oversight and management of Penn Medicine's regional Employee Assistance Program (EAP) with central offices in Philadelphia and Princeton. Provides oversight for the administration of top-quality EAP services, including counseling, work/life services, workshops/trainings, Critical incident Responses (CIRs), and all other EAP services.
• Provides team leadership, clinical oversight, and business management to oversee performance measures, goals and objectives including, but not limited to, implementation of strategies for tracking, reviewing and analyzing operational and performance metrics with the aim of enhancing patient experience and optimizing productivity and patient access. Enhances EAP financial performance including optimization of EAP contract/revenue generation. Maintains strong collaborative relationships with leadership throughout the book of business. Works collaboratively with EAP executive leadership to determine program priorities and monitor service delivery for efficiency and effectiveness.

Responsibilities:

• Responsible for oversight and management of regional Penn Medicine Employee Assistance Program (EAP) including Account Management, Operations and Clinical Services.

CLINICAL ACCOUNTABILITIES:

• Ensures that all EAP patient-care-related processes deliver high quality care to covered employees and their families, that these processes are efficient, effective, and streamlined and are re-engineered when necessary.
• Monitors clinical service delivery for efficiency and clinical efficacy, including ensuring that EAP clinicians are trained in evidenced-based interventions, that a process/methodology is used to ensure the techniques are consistently utilized in clinical care, and that the data are used to predict improvement in patient outcomes over time.
• Works closely with the EAP Clinical Supervisor on complex clinical cases, as needed.
• Oversees cost analysis of EAP clinical services with particular attention to identifying and managing EAP clinician productivity in line with agreed upon standards.
• Works with leaders throughout Penn Medicine's behavioral health services to ensure efficient/seamless referral pathways for EAP clients; establishes and maintains similar collaborative relationships with leaders overseeing mental health and substance use disorder treatment services outside of the Penn Medicine umbrella, as needed.
• Monitors EAP clinical staff for accurate and complete use of electronic medical records and administers training, as needed; conducts ongoing assessment of documentation in our client records platform to ensure that clinical documentation is complete, appropriate, and in compliance with both internal and external regulations and policies.
• Ensures timely response by leadership to concerns for employees' mental health & wellness throughout the Book of Business.
• Monitors and evaluates the effectiveness of services; makes adjustments to maximize clinical and business outcomes.

NON-CLINICAL SERVICES ACCOUNTABILITIES:

• Provides oversight and collaboration with Account Manager(s) and Manager of Operations to ensure high quality and smooth administration of workshops/trainings across the Book of Business.
• Provides oversight and collaborates with Account Manager(s) on administration of Account Management and work/life services across the Book of Business.
• Provides oversight and collaboration with Account Manager(s) to ensure quality and timeliness of Critical Incident Responses (CIRs) across the Book of Business.
• Works with Operations Manager to oversee EAP provider network and ensure credentialing is up to date.
• Works with Operations and Account Manager(s) to develop and administer appropriate responses to stated needs by account leadership.
• Works with leaders throughout the Book of Business to establish and maintain strong, collaborative relationships; works with the Operations Manager to oversee operational efficiency and monitor satisfaction with EAP services throughout the Book of Business.
• Maintains strong knowledge of best practices for EAPs; ensures the design of services that demonstrate effectiveness and that align with both clinical standards and business goals.

FINANCIAL MANAGEMENT ACCOUNTABILITIES:

• Oversees complex organizational and financial problem-solving; directs analyses related to EAP services to ensure the continued financial viability of the EAP business.
• Identifies the specific success criteria and key performance indicators which will be used to track and measure success of the EAP clinical and operations teams.
• Develops and provides access to statistically valid benchmarking data.
• Oversees EAP revenue generation and third-party EAP contracts.
• Manages Corporate EAP Audits and represents and leads department with any necessary responses.

RECRUITMENT/RETENTION ACCOUNTABILITIES:

• Responsible for the recruitment of competent Clinical and Operations team members for the purpose of meeting EAP operational needs including recruitment of individuals who demonstrate the ability to embrace evidenced-based therapies (where applicable), be service orientated, and align with Penn Medicine's core values and standards.
• Effectively and efficiently on-boards new employees to their roles, accountabilities and performance measures within their probationary period.
• Establishes effective employee communications.
• Implements effective and timely personnel management including clearly defining work expectations, recognizing and rewarding individuals for positive performance, addressing performance issues quickly and directly, and conducting annual performance appraisals in a timely manner.
• Implements and supports EAP employee surveys and follows up on results, planning and implementing specific countermeasure initiatives to achieve positive employee outcomes.

OTHER ACCOUNTABILITIES:

• Responsible for new business development, including but not limited to, sourcing and responding to Requests for Proposals (RFPs), developing, maintaining, and managing the pipeline and list of prospective new revenue opportunities, initiatives and programs for the EAP business.
• Works with the internal UPHS and Departmental teams, Penn Medicine marketing staff, and various stakeholders, to develop an EAP marketing plan and execution strategy to increase EAP visibility, develop EAP business opportunities, and maximize profitability for the department through increased EAP revenues.
• Oversees, administers and manages the end-to-end contract lifecycle for EAP contracts, including negotiation, execution and control over EAP contracts.
• Liaises and partners with OGC to obtain legal advice as needed on all EAP contracts, and to resolve any contractual legal issues that may arise.
• Manages compliance with and enforcement of all EAP contracts by ensuring that all EAP contracts parties adhere to the terms specified and agreed to in the contracts.
• Ensures that all EAP contracts are prepared, written, represented and executed in compliance with Penn Medicine guidelines, requirements, policies, and regulations.
• Plays a key role in strategic planning.
• Maintains a physical presence in both Philadelphia and Princeton EAP offices.
• Performs duties in accordance with Penn Medicine entity, values, policies and procedures, and performs other duties as assigned.

Credentials:

• Licensed Clinical SW (Required)

Education or Equivalent Experience:

• Master of Arts or Science (Required)
• Counseling or related filed or business degree (MBA) 8+ years EAP experience 5+ years manager experience
• Other
• Certified EAP Professional preferred

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Live Your Life's Work

We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.