Experienced EAP Worklife Customer Support Associate – Mental Health Wellbeing Services
At arenaflex, we're dedicated to delivering exceptional mental health wellbeing services to our members. As an EAP Worklife Customer Support Associate, you'll play a vital role in supporting our members as their front-door to mental health wellbeing. We're looking for high-performing individuals who share our passion for making a positive impact on people's lives.
About arenaflex
arenaflex is a leading provider of mental health wellbeing services, committed to delivering integrated experiences across the breadth of RFL, Behavioral Health, and Medical products. Our goal is to ensure every member and their families get the right support for their unique mental wellbeing needs. We're a dynamic and innovative organization that values diversity, equity, and inclusion.
Job Summary
As an EAP Worklife Customer Support Associate, you'll be responsible for supporting the provision and use of Worklife, employee assistance, and management consultant resources. You'll work closely with our members to assess their needs, research and communicate information regarding pertinent EAP/Worklife services and resources, and provide crisis intervention and support when needed.
Key Responsibilities
* Member Support: + Determine the purpose of each call by actively listening and interacting with callers, triage calls in a professional and timely manner. + Assess clients' needs, research, and articulate information regarding pertinent EAP/Worklife services and resources. + Recognize crisis situations and evaluate for needed action to minimize risk. + Perform research in internal databases and online to identify potential providers and resources. + Enter member information into the appropriate EAP system to initiate the case and document comments and information thoroughly and professionally.
- Team Member Support:
+ Receive calls transferred from counselors and provide immediate member assistance. + Schedule appointments for members with counselors. + Assist team members with necessary activities to effectively respond to member inquiries about and requests for services and resources related to various life skills such as finding childcare, finding eldercare, etc. + Communicate effectively with all internal stakeholders.
- Utilize relevant Aetna databases to research and identify validated, appropriate member resources.
- Make outbound calls as appropriate to identify and assist with securing member resources and/or services.
- Assist team members with printing and fulfillment needs related to relevant materials, including provider profiles, letters, selection of appropriate guidebooks, collating materials for mailing, documenting fulfillment completion.
- Maintain an inventory of materials in the appropriate EAP system.
- Provide miscellaneous support functions, including administrative support, follow-up calls, and other duties as assigned.
Compliance with Policies and Regulatory Standards
* Protect the confidentiality of member information and adhere to enterprise policies, and EAP and Worklife policies and procedures.
- Maintain accurate and complete internal documentation of required information that meets risk management and regulatory requirements.
- Proactively listen to members and anticipate their needs, taking full ownership of each member interaction.
- Address inquiries and resolve issues as a "single-point-of contact" based on phone calls, digital, and written correspondence.
- Provide customized interaction based on customer preference and individualized needs.
- Resolve complex issues without or with limited management intervention.
- Administer structured pre-screening assessment based on triggers to assure urgent needs are directed appropriately.
- Identify triggers for additional resources and support connections to such responses.
- Assess for social determinants/needs and offer and connect members with viable resources to address those needs.
Essential Qualifications
* 1 year of customer service and call center experience
- 1 year of experience in a social, psychological, or human service field providing client support
- Basic computer knowledge (Microsoft Office Suite, Word, Excel, Teams, etc.)
Preferred Qualifications
* 1 year of Behavioral Health experience
Education
* High School Diploma or equivalent GED
Work Environment and Culture
As a remote employee, you'll have the flexibility to work from anywhere in the U.S. Our team is dedicated to delivering exceptional mental health wellbeing services, and we're committed to creating a supportive and inclusive work environment. We offer a range of benefits, including a competitive salary, comprehensive health insurance, and opportunities for professional growth and development.
Compensation and Benefits
* Competitive salary: $18.50 - $31.72 per hour
- Comprehensive health insurance
- Opportunities for professional growth and development
- Paid time off (PTO) and paid holidays
- Employee stock purchase plan
- 401(k) retirement savings plan
- Term life insurance
- Disability benefits
- Well-being programs
- Education assistance
- Free development courses
- CVS store discount
- Discount programs with participating partners
How to Apply
If you're passionate about making a positive impact on people's lives, we encourage you to apply for this exciting opportunity. Please visit our website to learn more about our company culture and benefits. Apply now to join our team and help us deliver exceptional mental health wellbeing services to our members. Apply To This Job Apply for this job