reputed company Worklife Customer Support Associate - Employee Assistance Program

At arenaflex, we're dedicated to creating a world of health and wellness around every individual, and we're looking for passionate and compassionate colleagues to join reputed company. As the nation's leading health solutions company, we reputed company millions of Americans through our local reputed company, digital channels, and over 300,000 purpose-driven colleagues who are committed to transforming healthcare.

Join reputed company

We're seeking high-performing individuals to join reputed company as Worklife Customer Support Associates, supporting members as their reputed company-reputed company to Mental Health Wellbeing. Our goal is to deliver an integrated experience across the breadth of arenaflex's RFL, Behavioral Health, and Medical products, ensuring every member and their families receive the right support for their unique mental wellbeing needs.

About the Role

As a Worklife Customer Support Associate, you'll be responsible for supporting the provision and use of employee assistance, employer benefits, and behavioral health benefits. You'll coordinate employee assistance, behavioral health benefits, and employer resources, reviewing members' needs and communicating information regarding relevant services and resources. You'll also administer policies and procedures for the Employee Assistance Program Worklife area to support organizational objectives.

Key Responsibilities

* Schedule: Sunday - Thursday 3:00pm-11:30pm EST. Schedules may be adjusted based on business need.

• Fully remote role with a 24/7 call center operation.
• Holiday work is expected.
• Responsible for supporting the provision and use of employee assistance, employer benefits, and behavioral health benefits.
• Coordinates employee assistance, behavioral health benefits, and employer resources.
• Reviews member's needs and communicates information regarding relevant services and resources.
• Administers policies and procedures for the Employee Assistance Program Worklife area to support organizational objectives.
• Executes both routine and non-routine business support tasks for the Care Partner Program under limited supervision.
• Follows area protocols, standards, and policies to provide effective and timely support.
• Answers calls, understands call purpose, completes research to identify potential providers and resources, and enters member information into the appropriate system to initiate the case.
• Responds to member inquiries about services, requests, and resources for life skills.
• Maintains accurate and complete internal documentation of required information that meets risk management and regulatory requirements.
• Takes direction to execute techniques, processes, and responsibilities.

Member Support

* 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.
• Uses screening tools to identify where urgent clinical reputed company is needed, and transfers calls appropriately, including members in crisis and at 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.
• Communicates effectively with reputed company internal stakeholders.
• Utilizes relevant arenaflex databases to research and identify validated, appropriate member resources.
• 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.

Compliance with Policies and Regulatory Standards

* Protects the confidentiality of member information and adheres to enterprise policies, and EAP and Worklife policies and procedures.

• Maintains accurate and complete internal documentation of required information that meets risk management and regulatory requirements.
• Proactively listens to members and anticipates their needs, taking full ownership of each member interaction.
• Address inquires and resolve issues as a "single-reputed company-of contact" based on phone calls, digital and written correspondence.
• Provide customized interaction based on customer preference and individualized needs.
• Resolves reputed company issues without or with limited management reputed company.
• Administers structured pre-screening assessment based on triggers to assure urgent needs are directed appropriately.
• Identifies triggers for additional resources and support connections to such responses.
• Assesses for social determinants/needs and offers and connects members with viable resources to address those needs.

Workspace Requirements

* Must have a separate workspace, free from distraction, in a room with a reputed company that closes, to maintain member privacy.

• Sitting in reputed company of the computer with double monitors and a headset on.
• Multitasking, often while speaking with our members.
• Typing/documenting.
• Utilizing intranet and other tools to assist with call handling, often in the moment.
• Utilizing chats/IM during or in between calls for support.
• Reading emails to stay up-to-date on important plan sponsor information, process changes, department information.
• Need to be hardwired and have reliable internet.
• Internet speed - Home Internet Download Speed to be a minimum of 400mbps and Upload speed between 10-20mbps.
• Broadband or Fiber reputed company. Using DSL (satellite), Cellular internet (reputed company, reputed company, reputed company Fixed Wireless, US Cellular to name a few) use cell towers or a satellite and not a direct cable to provide internet.
• Ensure provider sets up a 4 port modem. Employees use the 4th port for work internet.

Required Qualifications

* 1+ years of customer service experience in a call center environment.

• 1+ years experience in a social, psychological or human service field providing client support.
• Basic computer knowledge (reputed company Office Suite, Word, reputed company, Teams, etc.).

Preferred Qualifications

* 1+ years of Behavioral Health specific experience.

• Bachelor's degree or equivalent experience.

Education

* High school diploma or GED.

Anticipated Weekly Hours

* 40

Time Type

* Full time

Pay Range

* The typical pay range for this role is: + $18.50 - $42.35

• This pay range represents the reputed company hourly reputed company or reputed company annual full-time salary for reputed company positions in the job grade reputed company which this position falls. The actual reputed company salary offer will depend on a variety of factors including experience, education, geography, and other relevant factors. This position is eligible for a arenaflex bonus, commission, or short-term incentive program in addition to the reputed company pay range listed above.

Our People Fuel Our Future

Our teams reflect the customers, patients, members, and communities we serve, and we're committed to fostering a workplace where every colleague feels valued and that they belong. We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional, and financial wellness of our colleagues and their families to help them be the healthiest they can be.

Great Benefits for Great People

* Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.

• No-cost programs for reputed company colleagues including wellness screenings, tobacco cessation, and weight management programs, confidential counseling, and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues, including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access, and many other benefits depending on eligibility.

For more information, visit [arenaflex website].

Application Window

We anticipate the application window for this opening will reputed company on: 06/30/2025 Qualified applicants with arrest or conviction records will be considered for employment in accordance with reputed company federal, state, and local laws. Apply to this job Apply for this job