Experienced EAP Worklife Customer Support Associate – Mental Health Wellbeing Services

We are seeking a highly skilled and compassionate EAP Worklife Customer Support Associate to join our team at arenaflex. As a key member of our Mental Health Wellbeing Services team, you will play a vital role in supporting members as their front-door to mental health wellbeing. Our goal is to deliver an integrated experience across the breadth of RFL, Behavioral Health, and Medical products to ensure every member and their families receive the right support for their unique mental wellbeing needs.

About arenaflex

arenaflex is a leading provider of innovative healthcare solutions, dedicated to transforming the way people experience healthcare. Our mission is to deliver enhanced human-centric healthcare for a rapidly changing world. We are committed to putting our heart into every moment of our members' health, and we're looking for talented individuals like you to join our team.

Our Heart At Work Behaviors

At arenaflex, we believe that our employees are the heart of our organization. Our Heart At Work Behaviors support our purpose and guide our commitment to delivering exceptional healthcare services. We want every employee to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions.

Job Summary

As an EAP Worklife Customer Support Associate, you will be responsible for supporting the provision and use of Worklife, employee assistance, and management consultant resources. You will work closely with our team to deliver an integrated experience across the breadth of RFL, Behavioral Health, and Medical products. Your primary focus will be on supporting members as their front-door to mental health wellbeing, providing them with the right support for their unique needs.

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 communicate information regarding pertinent EAP/Worklife services and resources. + Recognize crisis situations and evaluate for needed action to minimize risk. + Perform appropriate 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.

• 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

Compensation and Benefits

* Competitive salary

• Comprehensive benefits package, including medical, dental, and vision benefits
• 401(k) retirement savings plan and Employee Stock Purchase Plan
• Fully-paid term life insurance plan and short-term and long-term disability benefits
• Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year
• Number of paid holidays, sick time, and other time off provided consistent with relevant state law and company policies

Work Environment and Culture

* Fully remote role, with the flexibility to work from anywhere in the U.S.

• Shift: Sun-Thu 1:30pm-10:00pm EST
• Call center is a 24/7 operation
• Holiday work is expected
• Schedules may be adjusted based on business need

Career Growth Opportunities and Learning Benefits

* Opportunities for professional growth and development in a dynamic and innovative organization

• Access to training and development programs to enhance your skills and knowledge
• Collaborative and supportive work environment that encourages teamwork and open communication

How to Apply

If you are a motivated and compassionate individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity and promotes equal opportunities for all employees.

Reasonable Accommodation

arenaflex is committed to providing reasonable accommodations to qualified individuals with disabilities. If you require a reasonable accommodation to apply for this position, please contact [insert contact information] and we will work with you to provide the necessary support.

Apply Now

Don't miss this opportunity to join our team and make a difference in the lives of our members. Apply now to become an EAP Worklife Customer Support Associate at arenaflex! Apply for this job