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Providers FAQs

Question and answer primer for insurance professionals.

​Who/what is CONCERN: EAP?

CONCERN: EAP is a standalone Employee Assistance Program (EAP), not affiliated with any other health plan or carrier. We offer voluntary, employer sponsored services to employees and their family members who have personal and/or work-related problems. These services include free and confidential assessments, short-term counseling, and follow-up referrals or other resources and services as needed. Our comprehensive support programs include providing personal and immediate support to individuals and their eligible dependents, as well as training management and leadership on methods to improve organizational health, employee well-being, and performance.

Located in the heart of Silicon Valley, CA, CONCERN has served many of the Valley's most iconic companies for over thirty years. We are known for and credit our longevity and success to our compassion, flexibility, and dedication to quality care. Importantly, our nonprofit status enables us to not only put more into program improvement and innovation, but also to provide local services and resources for those who are underserved. Each year we give back an average of $1.5 million to our community.

CONCERN currently serves over 270 companies and 350,000 employees in high-tech, healthcare, biopharmaceuticals, higher education, and the public sectors, to name a few. Our client organizations include 25% of Silicon Valley Fortune 500 companies.

What makes EAP counseling different from other types of counseling?

The EAP provider’s role is unique, requiring the integration of multiple areas of expertise including clinical, consultation, and case management skills. While an EAP counselor’s primary concern will always be the welfare of the client, understanding the EAP role vis-à-vis the organization and the benefits an EAP provides to the sponsoring organization is crucial. No matter what the client brings into your office, its impact on the employee at work should always be introduced into the discussion, In many ways as an EAP provider you will always have two clients – the person(s) in your office and the employer organization providing the service through you.

EAP providers educate the client about the EAP process and complete a thorough assessment of the client’s problem(s) and environment (work and home), with a goal of developing a clear plan to address the problem(s). Making appropriate referrals, and following up with these referrals to ensure they are successful, is a very important aspect of EAP work, especially if the problem cannot be resolved through short-term counseling within the number of sessions contracted for by the organization.

What makes being a CONCERN provider different?

As a standalone EAP, CONCERN is committed to helping employers and employees achieve their health, wellbeing, and productivity goals. Through a highly effective service delivery model that provides open and easy access, we have greater flexibility than managed behavioral health care models that require preauthorization for services or may utilize other restrictive practices. Our providers appreciate that we believe our clients are entitled to their benefits.

The excellence of CONCERN’s national network of skilled and experienced counselors is also assured by selecting the most experienced counselors for our panel. Approximately 85% of our providers have twelve or more years of clinical experience. Their strong loyalty to CONCERN is demonstrated by the fact that many have been on our provider panel for ten or more years.

We are proud to report that in our most recent annual survey of provider satisfaction, 74% of CONCERN providers rated our Commitment to Excellent Service as “excellent”, with an additional 21% as “Very Good”. Our ongoing quality assurance procedures are designed to ensure the excellence of our service and to assist you in your own efforts to provide excellent service. Quality is truly a team effort.

Finally, CONCERN views our providers as customers. We offer clinical consultation on request, provide access to our robust work-life and web resources at no cost, and provide exceptionally quick turn-around of claims through our Provider Portal and direct-deposit option. We know that if we value you, you will value us and our clients in turn.

Can clients continue with me after their EAP visits end?

CONCERN believes strongly in continuity of care and we do not prohibit our providers from continuing with clients privately by mutual agreement after EAP visits have ended. We do ask our providers to respect the goals of EAP and the wishes of most clients by prioritizing during initial EAP visits diligent assessment and the development of an effective plan to address the presenting problems in a timely manner.

What services does CONCERN offer to eligible employees?

In addition to counseling services for employees and their dependents, CONCERN offers practical information and assistance for managing life events, including

  1. Parenting and Childcare Referrals
  2. Eldercare Resources
  3. Legal Consultations
  4. Financial Coaching

For detailed descriptions of each of these services, please go to our Work/Life Services section.

How do employees access these services?

All services are accessible by calling our toll-free number 800-344-4222. Employees can call anytime, 24 hours a day, 7 days a week. Or submit an online Request for Services form.

Since the employer pays for the EAP, is it confidential for clients?

Yes. CONCERN is a confidential and voluntary program. Employee contact with CONCERN will not be revealed to anyone, including their employer, without the employee’s knowledge or consent, except where required by law. Legally required exceptions to confidentiality include cases of serious threat of bodily injury to the client or others, or cases of suspected child or elder abuse.

CONCERN providers are required to follow all of the ethical and legal requirements of being a licensed healthcare provider, and own their own client records.

​Is there an online member resource center for my CONCERN clients?

Yes. LifeAdviser, is our online member resource center available 24/7 for covered employees and their family members. Members may simply go to www.concern-eap.com and login with a company code provided to the employee by their HR department.

As a counselor, you can access LifeAdviser by clicking on “guide” in the top navigation menu and then clicking the “frequently visited” tab on our website. Once there, click on “Access LifeAdviser” to find a wealth of educational information that includes articles, streaming videos, risk assessments, online trainings for personal and professional development, and much more. CONCERN encourages counselors to direct their clients to these resources as part of counseling and treatment.

Employees who need help with parenting, elder care support, legal, financial or other issues can, call CONCERN’s toll-free number 800-344-4222, to be assisted by a referral specialist. Callers are then transferred immediately to a consultant who can help you with questions.

​How do clients schedule counseling appointments?

By calling CONCERN's toll-free number 800-344-4222. One of our referral specialists will speak with the caller and provide the name, address and telephone number of a nearby CONCERN counselor.

If callers prefer, we will immediately transfer them to the counselor’s private office, or they may phone the counselor themselves to schedule an appointment.

I am interested in becoming a CONCERN provider. What do I do?

Please email your name and office location to: ProviderRecruitment@concern-eap.com. We frequently review our recruitment needs across the country and will contact you by email or phone when a need is identified in your area.

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