Experienced Customer Support Associate - Employee Assistance Program (Monday - Friday 9:30am - 6:00pm EST)

At arenaflex, we're dedicated to delivering exceptional customer experiences that make a meaningful difference in people's lives. As a Worklife Customer Support Associate, you'll play a vital role in supporting our members as their front-door to Mental Health Wellbeing. Our goal is to provide 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 arenaflex

arenaflex is a leading healthcare company that's committed to transforming the way people experience healthcare. With a focus on delivering enhanced human-centric healthcare, we're driven by a purpose that's at the heart of everything we do. Our Heart At Work Behaviors support this purpose, empowering our employees to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions that make healthcare more personal, convenient, and affordable.

Job Summary

We're seeking high-performing individuals to join our team as Worklife Customer Support Associates. As a member of our team, 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.

Key Responsibilities

* Support the provision and use of employee assistance, employer benefits, and behavioral health benefits

• Coordinate employee assistance, behavioral health benefits, and employer resources
• Review members' needs and communicate information regarding relevant services and resources
• Administer policies and procedures for the Employee Assistance Program Worklife area to support organizational objectives
• Execute both routine and non-routine business support tasks for the Care Partner Program under limited supervision
• Follow area protocols, standards, and policies to provide effective and timely support
• Answer calls, understand call purpose, complete research to identify potential providers and resources, and enter member information into the appropriate system to initiate the case
• Respond to member inquiries about services, requests, and resources for life skills
• Maintain accurate and complete internal documentation of required information that meets risk management and regulatory requirements
• Take direction to execute techniques, processes, and responsibilities

Member Support

* Determine the purpose of a 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
• Use screening tools to identify where urgent clinical intervention is needed, and transfer calls appropriately, including members in crisis and at 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
• Communicate effectively with all internal stakeholders
• Utilize relevant arenaflex databases to research and identify validated, appropriate member resources
• In the appropriate EAP system, maintain an inventory of materials
• 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

Requirements

* 1 year of customer service and call center experience

• 1 year Experience in a social, psychological, or human service field providing client support
• Basic computer knowledge (Microsoft Office Suite, Word, Excel, Teams, etc.)

Workspace Requirements

* Position is fully remote/WAH

• Must have a separate workspace, free from distraction, in a room with a door that closes, to maintain member privacy
• Sitting in front 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 connection. Using DSL (satellite), Cellular internet (T-Mobile, Verizon, AT&T 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

Preferred Qualifications

* 1 year of Behavioral Health experience

• Bachelor degree or equivalent experience
• Education
• High school diploma or equivalent required

Pay Range

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. This position is eligible for a arenaflex bonus, commission, or short-term incentive program in addition to the base pay range listed above.

Benefits

In addition to your compensation, enjoy the rewards of an organization that puts its heart into caring for its colleagues and communities. arenaflex offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the arenaflex 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. arenaflex provides a fully-paid term life insurance plan to eligible employees, and short-term and long-term disability benefits. arenaflex also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, arenaflex employees enjoy 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 are provided consistent with relevant state law and arenaflex policies.

How to Apply

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws. To apply, please visit our website at [insert link]. We anticipate the application window for this opening will close on: 10/20/2024. Apply for this job