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

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 days are ever the same? If so, we invite you to join arenaflex's Worklife Customer Support team as an Experienced Worklife Customer Support Associate - Employee Assistance Program. At arenaflex, we're committed to revolutionizing the way we approach healthcare and wellness. Our Employee Assistance Program (EAP) is a vital part of this mission, providing members with access to confidential support and resources to help them navigate life's challenges. As a Worklife Customer Support Associate, you'll play a critical role in delivering this support, connecting members with the right resources, and empowering them to take control of their mental wellbeing. **About arenaflex** arenaflex is a leading healthcare company dedicated to delivering innovative solutions that make healthcare more personal, convenient, and affordable. Our purpose is simple: to bring our heart to every moment of your health. We believe that every individual deserves access to high-quality care, and we're committed to making that a reality. **Our Heart At Work Behaviors** At arenaflex, we're passionate about creating a culture that's guided by our Heart At Work Behaviors. These behaviors are the foundation of our values and are designed to empower our employees to make a meaningful impact on our members' lives. Our Heart At Work Behaviors include: * **Empathy**: We listen actively and respond with compassion and understanding. * **Collaboration**: We work together as a team to achieve our goals and deliver exceptional results. * **Innovation**: We're always looking for new and better ways to solve problems and improve our services. * **Accountability**: We take ownership of our actions and are accountable for our results. * **Integrity**: We operate with transparency, honesty, and integrity in all our interactions. **Job Summary** As an Experienced Worklife Customer Support Associate, you'll be responsible for providing exceptional customer support to members of our Employee Assistance Program. Your primary focus will be on delivering a seamless and personalized experience, connecting members with the right resources, and empowering them to take control of their mental wellbeing. **Key Responsibilities** * Provide exceptional customer support to members of our Employee Assistance Program, responding to their inquiries and concerns in a timely and professional manner. * Coordinate employee assistance, behavioral health benefits, and employer resources to support organizational objectives. * Administer policies and procedures for the Employee Assistance Program Worklife area, ensuring compliance with regulatory requirements. * Execute 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. **Member Support** * Determine the purpose of a call by actively listening and interacting with callers, triaging calls in a professional and timely manner. * Assess client 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 Aetna 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. **Required Qualifications** * 1 year of customer service and call center experience * 1 year of experience in a social, psychological, or human service field providing client support * Basic computer knowledge (Microsoft Office Suite, Word, Excel, Teams, etc.) **Preferred Qualifications** * 1 year of Behavioral Health experience * Bachelor's degree or equivalent experience **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 **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 CVS Health 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 our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company's 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company 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, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. **How to Apply** If you're 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 visit our website to learn more about this role and to submit your application. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws. We anticipate the application window for this opening will close on: 10/20/2024 Apply for this job