Experienced Chat Support Associate – Mental Health Wellbeing Services

At arenaflex, we're dedicated to transforming the way people experience healthcare. As a leading health solutions company, we're passionate about delivering compassionate, convenient, and connected care to millions of Americans. Our team is comprised of purpose-driven colleagues who share our commitment to making a meaningful difference in people's lives. We're now seeking high-performing individuals to join our team as Chat Support Associates, supporting members as their front-door to Mental Health Wellbeing services.

About arenaflex

arenaflex is a nation-leading health solutions company, reaching millions of Americans through our local presence, digital channels, and over 300,000 purpose-driven colleagues. We're committed to delivering an integrated experience across the breadth of our services, including RFL, Behavioral Health, Medical products, and Placement services. Our goal is to ensure every member and their families receive the right support for their unique mental wellbeing needs.

Role Overview

As a Chat Support Associate, you'll play a vital role in delivering an enhanced customer service experience to our members. You'll be responsible for monitoring and responding to inbound messages and outbound calls to support our provider services. Your primary objective will be to provide seamless support to members, working in tandem with our AI chatbot to deliver a combination of human interaction and AI transactions.

Schedule and Training Requirements

* Schedule: Wednesday-Saturday, 3:30PM - 2:00AM EST (adjustments may be made based on business need)

• Training Requirements: First six weeks of employment will be training on Monday-Friday, 9:00AM-5:30PM EST

Key Responsibilities

* Promptly respond to incoming chats within the standard greeting approved timeframe

• Determine the purpose of incoming chats by focusing on members' written messages and interacting with callers
• Provide resources through chat and email, assessing clients' needs and researching pertinent EAP/Worklife services and resources
• Recognize crisis situations and evaluate for needed action to minimize risk
• Perform 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
• Maintain accurate and complete internal documentation of required information that meets risk management and regulatory requirements
• Triage calls in a professional and timely manner if needed
• Communicate effectively with all internal stakeholders
• Make outbound calls as appropriate to identify and assist with securing member resources and/or services
• Provide miscellaneous support functions, including administrative support, follow-up calls, and other duties as assigned

Essential and Preferred Qualifications

* 1-3 years' experience in customer service experience

• Basic computer knowledge
• Proficiency in all Microsoft Office products
• Technical requirements for personal residential internet service:

+ Select an internet service that is either broadband or fiber (e.g., Verizon Fios, Comcast) + Select a minimum of 25mbps/3mbps + A hardwired connection is required (ethernet connection); a wireless connection will introduce the risk of performance degradation

Preferred Qualifications

* Experience in a call center environment

• Mental health and human services background
• Associate's or bachelor's degree in a social, psychological, or human service field or equivalent experience

Work Environment and Company Culture

* Fully remote role, able to work anywhere in the U.S.

• arenaflex is committed to fostering a workplace where every colleague feels valued and that they belong
• Our teams reflect the customers, patients, members, and communities we serve
• We prioritize the physical, emotional, and financial wellness of our colleagues and their families

Compensation, Perks, and Benefits

* Competitive wages, with a typical pay range of $17.00 - $28.46

• Eligibility for a CVS Health bonus, commission, or short-term incentive program
• Comprehensive and competitive mix of pay and benefits, including:

+ Affordable medical plan options + 401(k) plan (including matching company contributions) + Employee stock purchase plan + No-cost programs for all 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

Career Growth Opportunities and Learning Benefits

* arenaflex invests in the growth and development of our colleagues, offering opportunities for career advancement and professional growth

• Our comprehensive training program will equip you with the skills and knowledge necessary to excel in your role
• We prioritize the physical, emotional, and financial wellness of our colleagues and their families

How to Apply

If you're passionate about delivering exceptional customer service and making a meaningful difference in people's lives, we encourage you to apply for this exciting opportunity. Please visit our website at [insert link] to learn more about this role and submit your application.

Equal Employment Opportunity

arenaflex is an equal opportunity employer, committed to fostering a diverse and inclusive workplace. We welcome applications from qualified candidates of all backgrounds and perspectives. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws. Apply for this job