Licensed Telephonic Counselor Manager - Evernorth Health Services - Remote

OVERVIEW & MAJOR DUTIES TO DELIVER:

A great opportunity to help military members and their families!

As a manager of Military Onesource Licensed Telephonic Counselors/Non-Medical Counselors you will have the opportunity to influence and help shape a team that supports the operational readiness of our armed forces.  The non-medical counseling team is responsible for providing 1-12 fifty-minute sessions of non-medical counseling (EAP) to members of the military and their family.  Non-medical counseling is focused on a specific issue or concern and includes developing strategies and solutions, building on the participant’s strengths, accessing support systems, and utilizing community resources. Sessions are provided telephonically, via secure video, or chat and are intended to be solution focused and short-term.

Non-medical Counseling topics are varied but often include the following issues:

• Stress

• Transition/Relocation

• Grief and loss

• Employment issues

• Marital/couple conflict or communication

• Parent-Child Relational Problems

• Academic or Educational problems

• Problems related to Primary Support

We will address in the moment needs of the participant, provide solution focused counseling and interventions, a plan of action, referrals to resources and follow-up sessions. The team works in a fast-paced environment, on a queue, taking telephonic non-medical counseling calls in the moment, as well as through scheduled appointments.

The Manager role contains multiple high-level expectations, including:

Strategic Thinking and Data Analysis

• Organize and enhance aligned program, with specific team responsibilities. Focus is aligned to the strategy of Evernorth Behavioral Health (EBH) Goals, and EBH delivery of Military Onesource commitments.

• Understand, and drive towards success in meeting Military Onesource quality measures and metric targets. Ability to develop a remediation plan to close gaps on missing metrics.

• Focus on driving meaningful customer/provider experience. Ensure we have high value touch points across the board.

• Lead in the development, implementation, and compliance monitoring of operational and quality management protocols, policies, and procedures.

• Engage in projects. Drive key results by contributing as a subject matter expert, driving a plan for implementation, readiness, launch and sustainment of the plan in partnership with project manager and the talent readiness and sustainment team.

Developing Others

• Coach each team member during weekly or every other week 1-2-1’s.  Provide feedback regarding performance, metrics, and quality reviews.

• Conduct quarterly connect for growth conversations and have each team member cultivate a development plan.

• Design, drive and lead a culture of promoting and embracing change, to support employees through the change process.

Decision Making

• Ability to manage resources effectively.

• Demonstrate the Consumer Health Engagement and Behavioral Health Cultural Belief’s: Customer Strong, Me to We, Own It!, Be Bold, Evolve and Adapt, Take Care, contributing to a professional and inspiring workplace.

• Provide supervision to staff.

Interpersonal Savvy and Managing Conflict

• Demonstrate ability to partner and collaborate within and across teams. 

• Engage in any needed external or internal meetings that focus on promoting the program with customer relations, external partners, clients, sales activities, as manager requests. 

Organizational Agility

• Determine Stakeholders impacted by proposed remediation and innovation; complete an end-to-end plan for all impacted departments to engage.

• Partner with Talent Readiness and Sustainment to successfully onboard new hires or growing role responsibilities on the team.

Organization and Delivery

• Responsible for conducting a review of monthly, quarterly and annual trends/metrics. Utilizing Data to drive action through the use of data sources.

• Provide support, guidance, and supervision on complex cases eg mandated/mandatory reporting, adverse events, duty to warn. 

• Facilitate meetings, lead with purpose. Create and share an agenda 24-48 hours in advance, moderate for engaging discussion, determining next steps, take notes, and house notes.

• Deliver presentations, face to face or virtually, to internal and external partners as manager requests.