Experienced Worklife Chat Support Associate – Mental Health Wellbeing Services

At arenaflex, we're dedicated to building a world of health around every consumer and surrounding ourselves with passionate colleagues who are committed to transforming healthcare. As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels, and over 300,000 purpose-driven colleagues – caring for people where, when, and how they choose in a way that is uniquely more connected, more convenient, and more compassionate. And we do it all with heart, each and every day.

Join Our Team

We're seeking high-performing individuals to deliver an enhanced customer service experience and join our team of dedicated professionals who support members as their front-door to Mental Health Wellbeing. As a Worklife Chat Support Associate, you will play a vital role in monitoring and responding to inbound messages and outbound calls to support our provider services. Our goal is to deliver an integrated experience across the breadth of RFL, Behavioral Health, Medical products, and Placement services to ensure every member and their families get the right support for their unique mental wellbeing needs.

Role Overview

Schedule: Wednesday-Saturday 3:30PM - 2:00AM EST (schedules may be adjusted based on business need) Training Requirements: First six weeks of employment will be training on Monday-Friday 9:00AM-5:30PM EST Holiday/PTO Requirements: As a 24-hour chat center operation, we will treat holidays as normal working business days, unless you have been approved for time off. Fully remote role and is able to work anywhere in the U.S.

Key Responsibilities

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

• Determines the purpose of incoming chat by focusing on the member's written messages and interacting with callers and provides resources through chat and email
• Assesses client's needs; researches and structures communication by information members 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
• Maintains accurate and complete internal documentation of required information that meets risk management and regulatory requirements
• Agent will triage calls in a professional and timely manner if needed
• Communicates effectively with all internal stakeholders
• Makes outbound calls as appropriate to identify and assist with securing member resources and/or services
• Provides miscellaneous support functions including administrative support, follow-up calls, and other duties as assigned

Essential Qualifications

* 1-3 years' experience in customer service experience

• Basic computer knowledge
• Proficiency in all Microsoft Office products
• Technical Requirement 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.

Preferred Qualifications

* Experience in a call center environment

• Mental health and human services background preferred
• Experience working in RFL/Employee Assistance Program Associate's or bachelor’s degree in a social, psychological or human service field or equivalent experience preferred

Education

* High School Diploma

Anticipated Weekly Hours

* 40 hours per week

Time Type

* Full-time

Pay Range

* The typical pay range for this role is: $17.00 - $28.46

Benefits

At arenaflex, 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. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options
• A 401(k) plan (including matching company contributions)
• An 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 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.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're 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, and we're dedicated to investing in the growth and development of our colleagues. We offer a range of learning benefits, including:

• On-the-job training and mentorship
• Opportunities for professional development and advancement
• Access to industry-leading training and education programs
• A culture of innovation and experimentation, where colleagues are encouraged to try new things and take calculated risks

Work Environment and Company Culture Highlights

At arenaflex, we're proud of our inclusive and supportive work environment, where colleagues feel valued, respected, and empowered to make a difference. Our company culture is built on a set of core values that guide everything we do, including:

• A commitment to diversity, equity, and inclusion
• A focus on customer-centricity and patient-centered care
• A passion for innovation and experimentation
• A dedication to teamwork and collaboration
• A commitment to social responsibility and community engagement

How to Apply

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

Equal Employment Opportunity

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and supportive work environment, where every colleague feels valued and empowered to succeed.

Application Deadline

We anticipate the application window for this opening will close on: 03/18/2025

Note

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