Aurora EAP requires potential EAP counselors to submit the following:
Current copies of their degree(s)
Licensure(s) or certification(s)
An application to be considered for EAP counselor status
All EAP counselors are required to have a Masters degree in behavioral health, experience in EAP services and at least 5 years
of experience in a behavioral health setting.
Staff members are also required to participate in continuing education.
With permission, Aurora EAP follows up with clients to determine if they have made progress, connected with their referral or
have additional needs.
If a client is in need of additional information or service, we will assist them either by phone or in-person.
If they have not connected or have a concern about the referral, the EAP counselor will assist them in resolving the
We request outcome data to determine if there is any improvement in the clients productivity, relationships at work and
Individual customer satisfaction
Aurora EAP requests that clients complete a confidential survey to measure satisfaction.
The survey measures the clients satisfaction with their EAP counselor, with any referral(s) and with the EAP in general.
We track satisfaction results in aggregate and by provider.
EAP counselors are given feedback on their individual customer satisfaction ratings as well as an overall rating for all
Aurora EAP services.
Plans for quality improvement are developed for the department, service team and with the EAP counselor if quality concerns
Specific complaints and compliments are received by:
Customer satisfaction survey
We resolve all complaints immediately with the employee.
If that cannot be done, we will notify the employee that we will investigate the complaint and get back to them with a
resolution within five (5) working days.
Complaints are reviewed with the Manager, Clinical Services to determine that the issue was resolved to the customer's
satisfaction and within the proper time frames.
Complaints and compliment trends are discussed within team meetings and used to evaluate and improve customer service.
A plan for quality improvement is developed with the EAP counselor following any complaint.
If quality improvement issues are not addressed or continue, we will terminate the employment contract with that
Any ethical concerns are cause for immediate termination of our contract with an EAP counselor.
Clinical record review
Aurora EAP does peer review of EAP clinical paperwork for clinical appropriateness.
Quality concerns may prompt a plan for improvement that includes specific steps an EAP counselor must take to improve the
quality of service.
If quality improvement issues are not addressed or continue, the EAP counselor contract will be terminated.
For key customer service processes, standards of service are identified and then monitored for quality.
Studies provide objective data and an opportunity to improve processes, improve service, and measure effectiveness.
Register for a myAurora Account
If you have an existing account with My AHChart or myAurora, select Existing Account below to transfer your health information to the new myAurora. If you do not have an existing account, please select New Account.