Experienced Worklife Customer Support Associate - Employee Assistance Program (Fri-Tue 8:30AM-5:00PM EST)

Join arenaflex in Transforming Healthcare with Compassion and Expertise

At arenaflex, we're committed to delivering enhanced human-centric healthcare for a rapidly changing world. Our purpose is simple: to bring our heart to every moment of your health. As a Worklife Customer Support Associate, you'll play a vital role in supporting members with the provision and use of Worklife Employee Assistance Programs (EAP) and management consultant resources. If you're passionate about making a difference in people's lives and have a heart for customer support, we invite you to join our team.

About arenaflex

arenaflex is a leading healthcare company dedicated to transforming the way healthcare is delivered. With a commitment to innovation, convenience, and affordability, we strive to make healthcare more personal and accessible to everyone. Our Heart At Work Behaviors support our purpose, empowering every employee to feel empowered by the role they play in shaping our culture and accelerating our ability to innovate and deliver solutions.

Role Overview

As a Worklife Customer Support Associate, you'll be responsible for taking incoming calls to support members with the provision and use of Worklife EAP and management consultant resources. Your primary goal will be to determine the purpose of each call, triage it in a professional and timely manner, and assess the client's needs. You'll research and articulate information regarding pertinent EAP/Worklife services and resources, recognizing crisis situations and evaluating the need for action to minimize risk.

Key Responsibilities

* Determines purpose of call by actively listening and interacting with callers

• Triages call in a professional and timely manner
• Assesses client's needs; researches and articulately communicates information regarding pertinent EAP/Worklife services and resources
• Recognizes crisis situations and evaluates for needed action to minimize risk
• Performs appropriate research in internal databases and online to identify potential providers and resources
• Enters member information into the appropriate EAP system to initiate the case and documents comments and information thoroughly and professionally
• Receives calls transferred from counselors and provides immediate member assistance
• Schedules appointments for members with counselors
• Assists 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.
• Communicates effectively with all internal stakeholders
• Utilizes relevant Aetna databases to research and identify validated, appropriate member resources
• Makes outbound calls as appropriate to identify and assist with securing member resources and/or services
• Assists 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 in the appropriate EAP system, maintaining an inventory of materials
• Provides miscellaneous support functions, including administrative support, follow-up calls, and other duties as assigned

Essential Qualifications

* 1+ years' experience in a call center environment

• Experienced in a social, psychological, or human service field providing client support
• Strong communication and interpersonal skills
• Ability to work in a fast-paced environment and prioritize tasks effectively
• Strong problem-solving and critical thinking skills
• Ability to maintain confidentiality and adhere to enterprise policies, EAP, and Worklife policies and procedures
• Strong organizational and time management skills
• Ability to work independently and as part of a team

Preferred Qualifications

* Bachelor of Arts or Bachelor of Science Degree

• Education in a social, psychological, or human service field
• Experience working with EAP or Worklife programs
• Strong knowledge of healthcare and wellness resources
• Experience working in a remote environment

Skills and Competencies

* Excellent communication and interpersonal skills

• Strong problem-solving and critical thinking skills
• Ability to work in a fast-paced environment and prioritize tasks effectively
• Strong organizational and time management skills
• Ability to maintain confidentiality and adhere to enterprise policies, EAP, and Worklife policies and procedures
• Strong knowledge of healthcare and wellness resources
• Experience working with EAP or Worklife programs
• Ability to work independently and as part of a team

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. As a Worklife Customer Support Associate, you'll have opportunities to:

• Develop your skills and knowledge in EAP and Worklife programs
• Work with a diverse team of professionals who share your passion for making a difference in people's lives
• Participate in ongoing training and development programs to enhance your skills and knowledge
• Take on new challenges and responsibilities as you grow and develop in your role
• Enjoy a comprehensive benefits package, including medical, dental, and vision benefits, as well as a 401(k) retirement savings plan and employee stock purchase plan

Work Environment and Company Culture

As a remote employee, you'll have the flexibility to work from anywhere in the U.S. and enjoy a comfortable and productive work environment. Our company culture is built on our Heart At Work Behaviors, which include:

• Self-discipline
• Hard work
• Curiosity
• Trustworthiness
• Humility
• Truthfulness

We're committed to creating a workplace that's inclusive, diverse, and supportive of all employees. Our employees are passionate about making a difference in people's lives and are dedicated to delivering exceptional customer service.

Compensation, Perks, and Benefits

As a Worklife Customer Support Associate, you'll enjoy a competitive salary range of $18.50 - $35.29 per hour, depending on your experience and qualifications. You'll also be eligible for a CVS Health bonus, commission, or short-term incentive program. In addition to your compensation, you'll enjoy a comprehensive benefits package, including:

• Medical, dental, and vision benefits
• 401(k) retirement savings plan
• Employee stock purchase plan
• Fully-paid term life insurance plan
• Short-term and long-term disability benefits
• Paid Time Off (PTO) or vacation pay
• Paid holidays throughout the calendar year
• CVS store discount
• Discount programs with participating partners

Conclusion

If you're passionate about making a difference in people's lives and have a heart for customer support, we invite you to join our team as a Worklife Customer Support Associate. At arenaflex, we're committed to delivering exceptional customer service and making healthcare more personal and accessible to everyone. Apply now to join our team and start making a difference in people's lives today! Apply Job! Apply for this job