**Experienced Customer Service Representative – Employee Assistance Program (EAP) Support Specialist**

At blithequark, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming healthcare. As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels, and more than 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 an experienced Customer Service Representative to join our Employee Assistance Program (EAP) team. As a key member of our team, you will play a vital role in supporting the provision and use of the EAP, providing exceptional customer service, and embodying our core values in every interaction. If you're passionate about delivering compassionate care and making a meaningful difference in people's lives, we encourage you to apply. **About the Role** As a Customer Service Representative in our EAP team, you will be responsible for supporting the provision and use of the Employee Assistance Program. This role requires a unique blend of empathy, technical skills, and problem-solving abilities. You will be the first point of contact for members seeking support, and your primary goal will be to provide timely, professional, and compassionate assistance. **Key Responsibilities** • Support the provision and use of the Employee Assistance Program by actively listening to and interacting with callers, triaging calls in a timely and professional manner. • Take inbound calls and chats from members, connecting them with additional and appropriate benefits or external resources as needed. • Troubleshoot and de-escalate situations where necessary, embodying our core values in every interaction. • Assess client needs, research, and articulate information regarding pertinent EAP 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 EAP system to initiate cases and document comments and information thoroughly and professionally. • Assist team members with necessary activities to effectively respond to member inquiries about and requests for services and resources related to various life skills. • Utilize relevant Aetna databases to research and identify validated, appropriate member resources. • Provide miscellaneous support functions, including administrative support, follow-up calls, and other duties as assigned. • Maintain accurate and complete internal documentation of required information that meets risk management and regulatory requirements. **Workspace Requirements** • Must have a quiet and secure workspace in your home. • Recommended technical requirements when obtaining your own residential internet service: • Select an internet service that is either broadband or fiber (e.g., Verizon Fios, Comcast). • Select a minimum of 25mbps/3mbps. Remember, the higher the speed, the faster your internet. A hardwired connection is required (ethernet connection); a wireless connection will introduce the risk of performance degradation. • Consider the internet usage of others in the household during your scheduled working hours. You may need to obtain a higher speed internet connection so your ability to perform your work is not affected. Streaming video content and gaming will significantly reduce the amount of bandwidth available for your corporate equipment. **Required Qualifications** • 1+ years of experience in a call center environment. • Experienced in a social, psychological, or human service field providing client support. • Experience using Microsoft Office products, specifically Excel, Outlook, and Word. **Preferred Qualifications** • Mental health or Human services background. • 1-3 years of healthcare 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: $17.00 - $34.15 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 blithequark bonus, commission, or short-term incentive program in addition to the base pay range listed above. **Our People Fuel Our Future** Our teams reflect the customers, patients, members, and communities we serve, and we are 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** We offer a range of benefits that address the different needs and preferences of our colleagues, including: • Affordable medical plan options, a 401(k) plan (including matching company contributions), and 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. • 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. **Why Join blithequark?** At blithequark, we're passionate about transforming healthcare and making a meaningful difference in people's lives. We're committed to fostering a workplace where every colleague feels valued and that they belong. If you're passionate about delivering compassionate care and making a difference, we encourage you to apply for this exciting opportunity. **How to Apply** If you're a motivated and compassionate individual with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please visit our website to learn more about our company culture, benefits, and career growth opportunities. We look forward to hearing from you! Learn More About Our Benefits Explore Our Career Growth Opportunities Discover Our Company Culture Apply for This Job Apply for this job