EAP Operations Specialist

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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?

Looking for a FT EAP Operations Specialist

Schedule: M-F 8:30am-5pm

Location: 3535 Market St.

Summary

The EAP Operations Specialist provides operational and administrative support to the Penn Medicine Employee Assistance Program (EAP), serving offices in Philadelphia and Princeton. Under the direction of the EAP Director, this role supports day-to-day EAP operations with a primary focus on scheduling coordination, provider affiliate network support, member appointment facilitation, and related financial and system processes.

This position works closely with EAP clinicians, affiliate providers, and internal operational partners to ensure efficient access to services, accurate provider setup and credentialing, timely authorizations, and smooth scheduling workflows. The EAP Operations Specialist plays a critical role in maintaining the infrastructure that allows the EAP to deliver timely, high-quality, and compliant services to employees and household members. The ideal candidate demonstrates strong organizational skills, attention to detail, effective communication, and the ability to manage multiple operational processes in a fast-paced healthcare environment. Familiarity with HIPAA, provider network operations, and healthcare scheduling systems is important.

Responsibilities

• Scheduling and Member Support - Process member requests for EAP services and coordinate scheduling appointments with EAP clinicians and affiliate providers using the EAP Expert calendar
• Closely monitor demand and provider availability and adjust scheduling workflows to prevent appointment waitlists
• Identify crisis 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)
• Support initiatives to streamline access to care, including participation in system-wide projects
• Provider Network Support:
• Support onboarding and ongoing management of EAP affiliate providers
• Support monitoring of provider credentialing and re-credentialing requirements and manage documentation
• Track credentialing and contract status, follow up as needed
• Ensure providers are registered for and trained on the provider portal
• Serve as an operational point of contact for affiliate providers
• Manage provider alerts, including availability changes and temporary appointment closures
• Generate authorizations for members with appointments and send to Provider files.
• Finance Support:
• Follow up on any missing or expired Lawson numbers or provider rates.
• Assist with billing and claims as needed; Collaborate with finance and administrative teams to ensure provider payments
• 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:
• HIPAA and applicable privacy regulations o Penn Medicine policies and procedures
• 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

Education Or Equivalent Experience

• H.S. Diploma/GED and 2+ years Medical office experience, or 4 years of customer service experience. Advanced degree (Associate's, Bachelor's, Master's) may be considered in lieu of experience (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.

REQNUMBER: 305491

If you have questions about this posting, please contact [email protected]