Employee Assistance Program Operations Manager - International SOS Government Medical Services

International SOS delivers customized medical and security risk management and wellbeing solutions to enable our clients to operate safely and effectively in environments far from home. Founded in 1984, we operate in 92 countries providing integrated medical solutions to organizations with international operations. Our innovative technology and medical and security expertise focus on prevention, offering real-time, actionable insights and on-the-ground quality delivery. We provide clinical services to include “hands on” direct care at over 800 sites around the world, many of which include inpatient clinical care capabilities. With 12,000 staff (including 5,200 medical and behavioral health providers) our services include the design, deployment, and operation of healthcare solutions including freestanding surgical facilities in remote and austere environments, telemedicine consultation through a wide range of virtual modalities, referrals to a global network of more than 100,000 vetted providers, and global aeromedical evacuation. Within our portfolio of companies, International SOS Government Medical Services (GMS), headquartered in Houston, Texas provides contracted healthcare support to Government defence and civil agencies and government contractors, including support to military exercises and operations, diplomatic missions, natural disasters, and refugee care. To protect your workforce, we are at your fingertips: internationalsos.com

We are seeking a highly skilled and experienced EAP Operations Manager to oversee and manage the operations of the Employee Assistance Program (EAP) within our organization. The ideal candidate will have a deep understanding of workplace behavioral health principles and will be responsible for ensuring the quality, consistency, and effectiveness of EAP services across multiple federal agencies.

1. Customer Consultation:

   • Collaborate with the Business Development Division of FOH to review quarterly reports with customers, assess target utilization rates, and identify outreach opportunities.
   • Provide ongoing consultation to agency points of contact and senior management to design training and education plans, handle difficult cases, and design critical incident plans.
   • Work closely with agencies considering additional services to ensure coordination and collaboration with current EAP services.

2. Complaint Resolution:

   • Address complaints and concerns from EAP customers, including cases handled inappropriately, training sessions that did not meet expectations, or difficulties in accessing services.
   • Refer formal complaints or grievances to supervisors for resolution.

3. Crisis Response Coordination:

   • Collaborate with the EAP call center to coordinate responses to requests for critical incident services, ensuring appropriate collaboration with EAP vendors and emergency workers.

4. Program Planning and Development:

   • Participate in FOH EAP management planning, development, and implementation of strategic program management goals, including establishing action assignments and tracking progress.
   • Guide EAP changes and policy development as a member of agency EAP advisory boards or steering committees.

5. Customer Onboarding:

   • Assist new FOH customers with program operation details, employee orientations, supervisor training, and policy development.
   • Ensure vendor coverage in new agency geographic areas and bring on additional staff as needed.

6. Program Integrity and Quality Assurance:

   • Serve as an FOH EAP specialist, ensuring the integrity of the FOH EAP program through consistent and quality application of program policies and practices.
   • Represent FOH EAP customer agency concerns and interests to FOH EAP management.

7. Guideline Interpretation:

   • Interpret professional, legal, and FOH policies to provide solutions to occupational health issues and concerns.
   • Use significant initiative and creativity in applying broad guidelines to specific situations or issues, often requiring innovative approaches.

Skills and Abilities:

• Strong program evaluation skills to test the effectiveness of products, programs, and services.
• Ability to manage complex and sensitive issues with ingenuity, creativity, and innovation.
• Fully developed negotiation skills and a deep understanding of operations, organizational, political, cultural, legislative, and regulatory movements.
• Ability to develop new and creative methods for assuring effective program enhancements and quality service delivery.

• Comprehensive knowledge of the FOH organization, including its mission, structure, operations, services, goals/objectives, policies, and procedures.
• In-depth understanding of workplace behavioral health/EAP principles, theories, concepts, procedures, and professional practice guidelines.
• Strong analytical and evaluation skills, with the ability to apply complex organizational principles across diverse geographic and organizational lines.
• Proven ability to develop and maintain effective working relationships with professional and support personnel, professional organizations, and educational institutions.
• Exceptional communication skills, both oral and written, with the ability to present successful orientations and trainings, as well as recommendations to various audiences.
• Ability to use discretion, judgment, and creativity in applying guidelines to specific situations or issues.

International SOS Government Medical Services is an equal opportunity employer and does not discriminate against employees or job applicants based on race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws. 

Compensation - Min: $75,000| Max: $115,000

Pay range is based on several factors and may vary in addition to a full range of medical, financial, and/or other benefits. The final salary and offer will be determined by the applicant’s background, experience, skills, internal equity, and alignment with geographical market data.

Benefits - This position is eligible for our comprehensive and competitive benefits package including medical, dental, vision, and basic life insurance. Additional benefits include a 401k plan paid time off and an annual bonus.  International SOS complies with all federal, state, and local minimum wage laws.

International SOS Government Medical Services is an equal opportunity employer and does not discriminate against employees or job applicants on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.