The Bilingual Care Coordinator II is a licensed master’s level clinician who plays a critical role in delivering high-quality, responsive EAP services in a fast-paced, high-volume environment. This position blends care coordination, clinical case management, and real-time support, requiring a strong ability to multitask while maintaining consistent availability to respond to inbound calls and service requests.
As a core member of the Client Services Team, the Care Coordinator serves as both a front-line clinical resource and a care navigator, balancing the demands of a call-driven service model with ongoing case management. This role is responsible for managing the full lifecycle of EAP cases from initial intake through resolution while collaborating closely with clients, providers, and organizational partners to ensure a seamless and supportive experience.
Key Responsibilities:
Client Intake & Access to Care
- Serve as a primary point of contact for incoming EAP service requests from members
- Conduct telephonic 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
- Determine member needs during intake and develop EAP action plans to connect members with appropriate internal and external resources
- Triage cases, conduct safety risk assessments, and provide in-the-moment clinical support
Case Management & Care Coordination
- Own cases from intake through closure, ensuring continuity of care, appropriate follow-up based on established SOPs, to deliver a high-quality member experience
- Conduct proactive outreach and follow-ups in alignment with internal SOPs
- Provide ongoing case management, including coordination with internal teams and external providers to monitor member engagement to ensure continuity of care
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
- 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:
Education & Licensure
- Master’s degree in social work or counseling related field is required
- Active licensure in counseling-related field is required
Experience
- Experience in care coordination, case management, or behavioral health services required
- Experience conducting intake assessments and managing active caseloads required
- Experience in EAP, managed care, or brief-solution oriented environments preferred
- Bilingual in Spanish, required
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
What Sets This Role Apart?
- Combines clinical expertise with operational ownership; you are both the clinician and the care coordinator
- Offers exposure to workplace mental health, crisis response, and organizational consultation
- Provides the opportunity to influence both individual outcomes and organizational wellbeing
Work Environment Requirements and Schedule:
- This is a full time role. The schedule is Monday - Friday 7:30a-4:00pm CST (830a-5:00p EST)
- This is a fully remote position. However, 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 and a cover letter.
Job Type: Full-time
Pay: $50,000.00 - $60,000.00 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
