Job Description

Job Title: EAP Senior Account Manager/Consultant
Job ID: 727230
Status: Full-Time
Regular/Temporary: Regular
Shift: Day Job
Facility: UPMC Health Plan
Department: LifeSolutions
Location: 600 Grant St, Pittsburgh PA 15219


UPMC Health Plan is hiring a full-time EAP Senior Account Manager/Consultant to help support the LifeSolutions Department for its downtown Pittsburgh location. This is a Monday through Friday daylight position.



Under the direction of the Senior Director, the Senior Account Manager/Consultation is a self-starter who is responsible for account management of assigned large and/or strategic accounts as well as providing consultation services. The Senior Account Manager/Consultation proactively: (1) coordinates implementation of EAP services to new accounts; (2) ensures that contracted account services are provided to customer satisfaction during the contract period; (3) explores up-sell opportunities, (4) ensures contract renewal and (5) provides leadership consultation to the LifeSolutions book of business. Account management responsibilities include but are not limited to: listening to the customer and assessing the EAP role in supporting organization goals related to productivity and health pro-actively establishing relationships with key organization contacts including absence management functions, wellness initiatives, business managers, union leaders and departments such as human resources, benefits management, legal, and training and other important organizational functions. partnering with the organization on initiatives where possible in order to embed the EAP into the organization culture providing ongoing organization consultation on EAP policies and practices coordination and implementation of promotional strategies oral and written communication with key contacts and leaders of the account organization coordinating service delivery provided by other internal LifeSolutions or external providers e.g. consultation, training, workplace trauma support and/or integrated service delivery introducing new products to the customer as they become available identifying prospects in the same target market or related markets conducting contract renewal within the LifeSolutions protocol Consultation responsibilities include but are not limited to: providing manager consultations requested by customer companies, scheduled by account managers and forwarded by the National Service Center within the established protocol including data entry updating account managers, EAP counselors and National Service Center care managers on trends in manager consultation issues arising from LifeSolutions' book of business, through established LifeSolutions meetings and training schedule updating all manager consultation promotional materials and creating new ones as needed for print and electronic platforms within established protocol identifying trends and business needs in the area of manager consultation identifying potential new products services; and training arising from providing this service and working with the staff charged with product development to create identified products.


  • Assess organization issues and development and implementation a consultation action plan to address EAP involvement.
  • Develop a working knowledge of the customer business/industry and the challenges faced
  • Establish a climate of trust and communicate effectively with a broad range of individuals from diverse social, cultural, and economic backgrounds and levels of responsibility.
  • Establish, maintain, and grow large and strategic accounts.
  • Facilitate contract renewal under the direction of the Manager Account Services and in coordination with the Senior Director and Administrative Supervisor.
  • Function as a member of the account management team.
  • Identify and utilized opportunities for the sale of new products.
  • Implement new or existing accounts in coordination with the Sales team and the account contacts, including but not limited to leadership introductory letter and introduction materials, coordinating/providing EAP orientations and initial manager training and distributing promotion materials; developing and implementing an annual promotional plan, completing initial account paperwork/records and orienting EAP staff to organizational culture.
  • Listen to customers' concerns regarding workplace issues including health, productivity and other areas identified. and determine the EAP role in addressing customer concerns.
  • Maintain confidentiality according to all legal, UPMC, LifeSolutions and licensing requirements
  • Provide consultation to leaders, managers, human resources and union regarding EAP relevant issues within the defined protocol.
  • Provide the following services for the accounts assigned to this position. Develop and maintain customer relationships Deliver/coordinate contracted services as determine in the contract including:
  • Record all data in Daybreak and/or other databases within established timelines.
  • Serve as a role model of Service Excellence for the institution
  • Utilize the full Microsoft Office software including Word, Excel, Outlook and PowerPoint as needed and within established UPMC and EAP policies and procedures.
  • Work collaboratively to assess and deploy new services and products as well as solve issues representing strategic challenges for LifeSolutions in its delivery of services to the assigned customer.



  • A Masters degree in one of the following areas is required: social work, psychology, counseling (counseling related), business, education or communication, law, Organizational Development or an advanced degree in a relevant field.
  • A minimum of 4 years experience in EAP and/or account management or account management/experience in a comparable industry is required with a minimum of 2 years of experience in providing organization consultation or coaching.
  • Must have the following skill sets: strong leadership and interpersonal skills good organization skills, strong writing skills and the ability to coordinate activity good public speaking skills, the ability to engage diverse audiences and present material in an organized and cohesive manner attention to detail and timeliness
  • Position also requires access to personal car and a valid drivers license.

    Licensure, Certifications, and Clearances:
  • Driver's License

UPMC is an equal opportunity employer. Minority/Females/Veterans/Individuals with Disabilities


Salary Range: $28.37 to $47.88 / hour

Union Position: No

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