Are you passionate about delivering exceptional customer support and making a meaningful impact on people's lives? Do you thrive in a dynamic, fast-paced environment where no two calls are ever the same? If so, we invite you to join arenaflex as an Experienced Worklife Customer Support Associate - Employee Assistance Program. In this critical role, you will be the first point of contact for members seeking support with our Worklife Employee Assistance Programs (EAP) and management consultant resources. Your compassion, active listening skills, and ability to navigate complex situations will make a significant difference in the lives of our members.
**About arenaflex**
arenaflex is a leading healthcare company that shares a single, clear purpose: Bringing our heart to every moment of your health. Our purpose guides our commitment to deliver enhanced human-centric healthcare for a rapidly changing world. Anchored in our brand – with heart at its center – our purpose sends a personal message that how we deliver our services is just as important... as what we deliver. Our Heart At Work Behaviors support this purpose, empowering every employee to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make healthcare more personal, convenient, and affordable.
**Job Summary**
As an Experienced Worklife Customer Support Associate - Employee Assistance Program, you will 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 will research and articulate information regarding pertinent EAP/Worklife services and resources, recognizing crisis situations and evaluating for needed 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 appointment 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 with multiple priorities and deadlines
* Ability to maintain confidentiality and handle sensitive information
* Proficiency in using computer software and systems, including Microsoft Office and CRM systems
**Preferred Qualifications**
* Bachelor of Arts or Bachelor of Science Degree
* Experience working with EAP or similar programs
* Knowledge of healthcare industry and related regulations
* Bilingual or multilingual skills
**Skills and Competencies**
* Excellent communication and interpersonal skills
* Strong active listening and problem-solving skills
* Ability to work in a fast-paced environment with multiple priorities and deadlines
* Ability to maintain confidentiality and handle sensitive information
* Proficiency in using computer software and systems, including Microsoft Office and CRM systems
* Strong organizational and time management skills
* Ability to work independently and as part of a team
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we are committed to helping our employees grow and develop their careers. As an Experienced Worklife Customer Support Associate - Employee Assistance Program, you will have opportunities to:
* Develop your skills and knowledge in a dynamic and fast-paced environment
* Work with a talented team of professionals who are passionate about delivering exceptional customer support
* 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 career
* Enjoy a comprehensive benefits package, including medical, dental, and vision benefits, 401(k) retirement savings plan, and employee stock purchase plan
**Work Environment and Company Culture**
arenaflex is a fully remote company, and this role is eligible to work from anywhere in the U.S. Our company culture is built on our Heart At Work Behaviors, which include:
* Self-discipline
* Hard work
* Curiosity
* Trustworthiness
* Humility
* Truthfulness
We are committed to creating a workplace that is inclusive, diverse, and supportive of all employees. We believe that our employees are our greatest asset, and we are committed to helping them grow and develop their careers.
**Compensation, Perks, and Benefits**
The typical pay range for this role is $18.50 - $35.29. This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors, including experience, education, geography, and other relevant factors.
In addition to your compensation, you will enjoy a comprehensive benefits package, including:
* Medical, dental, and vision benefits
* 401(k) retirement savings plan
* Employee stock purchase plan
* Paid time off (PTO) or vacation pay
* Paid holidays throughout the calendar year
* Short-term and long-term disability benefits
* Term life insurance plan
* Well-being programs, education assistance, and free development courses
**How to Apply**
If you are passionate about delivering exceptional customer support and making a meaningful impact on people's lives, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, through our website. We look forward to hearing from you!
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