EAP Telephone Counsellor - Remote, UK
Hopkins, MN 
Posted 29 days ago
Job Description

Optum, the fastest growing part of UnitedHealth Group, is a leading information and technology-enabled health services business. Our teams are dedicated to modernising the healthcare system and improving the lives of people and communities.

Serving virtually every dimension of the health system, we work with a diverse set of clients across 150 countries - from those who diagnose and treat patients to those who pay for care, deliver health services, and those who supply the cures. Optum maintains operations across North America, South America, Europe, Asia Pacific and the Middle East. Our innovative partnerships provide technology and tools that enable unprecedented collaboration and efficiency. As a result, we can tap into valuable healthcare data to uncover insights and develop strategies for better care at lower costs.

About the role:

For those who want to invent the future of health care, here's your opportunity. We're going beyond counselling services and verified referrals to behavioural health programs integrated across the entire continuum of care. Join us and help people live healthier lives while doing your life's best work.

Optum Health Services has opportunities for Employee Assistance Programme Counselors. The EAP Counselor is responsible for taking inbound calls to provide telephonic assessment and solution focused consultation to clients calling regarding their behavioral health benefits. In addition to assessment and triage, the successful candidate will engage in short-term problem resolution, authorisation and referrals for routine and crisis callers.

We have a variety of shifts available.


  • Answer inbound EAP and Behavioral calls to ensure appropriate responses are offered where client or corporate risk is identified
  • Call Assessment - Carry out telephone assessment of callers, provide one off support calls, and refer to other services as appropriate
  • Call Triage - Carry out telephonic assessment of risk and linking to appropriate levels of care
  • Provide solution focused consultation to all calls from client organisation managers or other client representatives
  • Record brief clinical notes, use work queues and call diaries using Optum's Case Management system and company email
  • Work with all Service Centre teams to determine member eligibility and benefit coverage in order to provide an effective and seamless service experience
  • Participate in all group supervision as required
  • Undertake all other tasks and responsibilities as required

Required Qualifications:

  • Accreditation to a recognised counselling and/or psychotherapy governing body, including all supervised hours requirements
  • Relevant counselling qualifications (minimum level 5)
  • Basic Microsoft Office Suite skills and the ability to learn Case Management Systems or other healthcare platforms

Preferred Qualifications:

  • Existing experience working in an EAP environment, ideally with call centre experience
  • Experience in using online Case Management Systems
  • Knowledge of the Brief Solution Focused Therapy model

Why Work Here:

  • Work remotely on a permanent basis to fixed shifts, giving you the consistency needed to fit the role alongside your other professional commitments
  • Receive a structured training and onboarding programme, and all the technology, tools and knowledge to excel in your role
  • Be rewarded and recognised for your performance in an environment that will challenge you and give you clear direction on what it takes to successful in your role, as well as providing development for other roles you may be interested in
  • Have access to our benefits package from the date you enroll, including private medical insurance, life assurance, a bonus plan, company pension, discounted gym memberships, volunteering & charity gifting initiatives and more
  • Enjoy a career full of all the possibilities afforded from being part of one of the world's leading healthcare companies

Please note you must currently be eligible to work and remain indefinitely without any restrictions in the country to which you are making an application. Proof will be required to support your application.

Careers with Optum. Here's the idea. We built an entire organisation around one giant objective; make the health system work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where healthcare has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.SM

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

Keywords: #RPO, #EAPEMEA, Counsellor, Counselling, Employee Assistance, BACP, IACP


Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
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