The Bilingual Care Coordinator is a licensed, master’s-level clinician whose primary role is to complete EAP intakes, assess immediate needs and safety concerns, and coordinate timely referrals to appropriate counseling, treatment, and community resources. Working in a fast-paced, high-volume, call-driven environment, this position responds to inbound requests by phone, online intake dashboard, email, and live chat. The Care Coordinator may be required to provide brief, in-the-moment clinical support. The Care Coordinator manages the full lifecycle of EAP cases from initial intake through referral, follow-up, and closure. This is an intake, referral, and care coordination role rather than an ongoing psychotherapy or counseling position.
Key Responsibilities:
Intake, Assessment, and Referral Coordination
- Serve as a primary point of contact for incoming EAP service requests from members
- Conduct structured telephonic EAP intakes in a fast-paced environment
- Monitor and respond to activity within the online intake dashboard to ensure timely service delivery
- Respond to service requests coming in via email and live chat
- Assess presenting needs, preferences, eligibility, and level of care, then develop an action plan and coordinate referrals to appropriate EAP counselors, treatment providers, and community resources
- Triage cases, conduct safety risk assessments, and provide brief, in-the-moment clinical support as needed
Referral Follow-Through & Case Management
- Own cases from intake through referral, follow-up, and closure, ensuring continuity of care and adherence to established SOPs to deliver a high quality member experience
- Conduct proactive outreach and follow-ups and coordinate with internal teams and external providers to support referral completion and monitor member engagement
Workplace & Organizational Support
- Oversee mandatory/formal referral cases including providing organizational guidance to HR regarding member concerns and referral needs
- Track and communicate member progress, attendance, and compliance via timely reports to HR for formal referrals
- Coordinate and support Critical Incident Response (CIR) services following workplace crises or traumatic events
- Facilitate logistics and communication for individual and group-based response services
Provider Network Management
- Coordinate care with external affiliate providers and treatment resources
- Support onboarding of new providers into the EHR and provider database
- Maintain provider records to ensure network quality, accessibility, and alignment with organizational standards
Documentation & Systems Management
- Maintain accurate, timely, and compliant documentation across all systems
- Ensure cases, communications, and provider interactions are properly documented
- Utilize EHR and internal systems to manage workflows and reporting
Performance Expectations:
This role operates in a metrics-driven environment with a strong emphasis on responsiveness, quality, and client experience. Success in this role includes:
- Meeting service level expectations for call response times and first outreach
- Completing referrals within defined turnaround timeframes while maintaining quality alignment
- Ensuring timely, accurate documentation and compliance with established workflows
- Delivering high-quality client interactions as measured through quality assurance reviews
- Contributing to strong client satisfaction outcomes
Qualifications & Required Knowledge, Skills, and Abilities:
- Master’s degree in social work or counseling related field is required
- Active clinical licensure required (LMSWs encouraged to apply)
- NOTE: Unfortunately, this position does not offer hours toward the “C” for Social workers
- Bilingual, Spanish-speaking required
- Experience in EAP, managed care, or brief-solution oriented environments preferred
Core Competencies
- Strong clinical judgment, critical thinking, and ability to assess risk
- Ability to manage multiple cases while maintaining responsiveness and attention to detail
- Skilled in crisis intervention, de-escalation, and short-term support
- Highly organized with strong follow-through and accountability
- Self-motived, ability to multitask at a high level
- Effective communicator with the ability to engage both members, providers, and corporate partners
- Comfortable navigating multiple systems simultaneously (e.g., EHR, Microsoft Planner, VOIP phone system, MS Teams, Outlook) while maintaining accuracy and responsiveness
Work Environment Requirements:
- This is a fully remote position. Candidates must reside in Texas.
- Candidates must have access to reliable high-speed internet and a private, designated workspace that supports confidentiality and minimizes distractions.
Why Join National EAP?
At National EAP, we deliver concierge-level support that makes a meaningful difference in people’s lives every day. Our team is collaborative, mission-driven, and committed to providing exceptional care to the individuals and organizations we serve.
We offer a comprehensive benefits package, including medical, dental, and vision coverage, a 401(k) with company match, generous paid time off and sick leave, and regular opportunities for team connection and engagement.
National EAP is an EEO employer and provides an employee focused dynamic work environment. If you are interested in being a National EAP Care Coordinator, please submit your resume.
Job Type: Full-time
Pay: $65,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Paid time off
- Professional development assistance
- Vision insurance
Education:
Language:
License/Certification:
- license in a counseling-related field? (Required)
Location:
Work Location: Remote
