Description
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?
Position: Mental Health Intake Coordinator
Entity: Clinical Care Associates
Department: Penn Integrated Care
Location: Penn Behavioral Health Market Street- 3535 Market St
Hours: FT, M-F 8:30-5 (Hybrid)
Job Summary:
The Employee Assistance Program (EAP) Mental Health Intake Coordinator position, under the direction of the EAP Director, serves as a primary point of contact for employees and household members seeking EAP services. This role is responsible for telephone management, intake and triage, referral coordination, benefit education, scheduling support, and clinical documentation within the EAP.
The EAP Mental Health Intake Coordinator utilizes sound judgment, established protocols, knowledge of internal and community resources, and escalation procedures to determine the appropriate level of support for each caller, including crisis escalation to on call clinicians, completion of EAP intakes for counseling services, connection to work-life resources, and navigation of online self service tools. This role functions as the front door to the EAP, ensuring callers are supported, informed, and efficiently connected to the right services while maintaining confidentiality and regulatory compliance. The ideal candidate possesses excellent critical thinking and communication skills, both spoken and written, for determining and facilitating connection with appropriate services for potential patients.
Accountabilities:
Accountabilities
- Call Management and Triage
- Answer incoming EAP calls and respond to messages and inquiries in a timely, professional, and supportive manner
- Conduct initial screening and triage to determine caller needs, urgency, and appropriate next step
- Identify crissis situations and follow established protocols to connect callers immediately with the on call clinician and/or emergency services
- Recognize when to escalate non crisis cases (e.g., worsening symptoms, safety concerns, prolonged wait times)
- Provide calm, clear guidance to callers
- Intake, Referral & Navigation
- Complete EAP intakes for counseling services accurately and in a timely manner
- Educate callers on EAP benefits, scope of services, confidentiality, and eligibility
- Facilitate referrals to:
- Internal or affiliate EAP clinicians
- Work-life resources
- Assist callers in connecting with the most appropriate resource whenever possible
- Explain and support access to online tools and resources (e.g., My Life Expert platform)
- Scheduling & Coordination
- Assist with provider management tasks as needed (e.g., contracting, credentials management, availability tracking)
- Communicate timely and accurate information regarding caller status, escalations, and follow up needs
- Support scheduling for EAP counseling appointments, including coordination with affiliate providers
- Coordinate closely with EAP clinicians, supervisors, and operational staff to ensure continuity of care
- Documentation & Systems
- Document all calls, intakes, referrals, and actions accurately in the EAP records system
- Maintain organized and up to date case records in compliance with EAP standards
- Ensure documentation reflects appropriate triage decisions and adherence to protocols
- Protect confidentiality and privacy at all times
- Compliance & Quality
- Perform duties in compliance with:
o HIPAA and applicable privacy regulations
o Penn Medicine policies and procedures
o EAP specific workflows and standards
- Follow established protocols for crisis management, escalation, and referral
- Participate in quality improvement, staff meetings, and training activities as assigned
- Notify supervisor promptly of any clinical, operational, or safety concerns
- Performs duties in accordance with Penn Medicine and entity values, policies, and procedures
- Other duties as assigned to support the unit, department, entity, and health system organization
Qualifications:
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Required: Bachelor's Degree
A Bachelor’s Degree in Social Work, Psychology, Marriage and Family Therapy, Counseling or any healthcare related field is highly preferred but not required
Preferred: Master's Degree
Social Work, Marriage or Family Therapy or Healthcare Field
Candidates working towards Master’s Degree in Social Work, Psychology, Marriage and Family Therapy, Counseling, or any healthcare related fields preferred but not required.
Social Work, Marriage or Family Therapy or Healthcare Field
Candidates working towards Master’s Degree in Social Work, Psychology, Marriage and Family Therapy, Counseling, or any healthcare related fields preferred but not required.
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 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.
