Experienced Worklife Customer Support Associate - Employee Assistance Program Specialist for Mental Health Wellbeing and Behavioral Health Support

Introduction to arenaflex

At arenaflex, we are dedicated to bringing our heart to every moment of health, guided by our purpose to deliver enhanced human-centric health care for a rapidly changing world. Our brand, with heart at its center, sends a personal message that how we deliver our services is just as important as what we deliver. We empower every team member to feel valued by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient, and affordable.

Job Overview

We are seeking high-performing individuals to join our team as a Worklife Customer Support Associate, supporting members as their front-door to Mental Health Wellbeing. Our goal is to deliver an integrated experience across the breadth of our products to ensure every member and their families get the right support for their unique mental wellbeing needs. This is a fully remote role, with a schedule of Monday - Friday 11:00am-7:30pm EST, although schedules may be adjusted based on business need. Holiday work is expected, and our call center operates 24/7.

Key Responsibilities

• Support the provision and use of employee assistance, employer benefits, and behavioral health benefits, coordinating resources and communicating information to members.
• Administer policies and procedures for the Employee Assistance Program Worklife area to support organizational objectives.
• Execute routine and non-routine business support tasks for the Care Partner Program under limited supervision, following area protocols, standards, and policies.
• 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, maintaining accurate and complete internal documentation.

Member Support

Determining the purpose of calls by actively listening and interacting with callers, triaging calls in a professional and timely manner, and assessing client needs to research and articulate 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 research in internal databases and online to identify potential providers and resources, entering member information into the appropriate EAP system to initiate the case and documenting comments and information thoroughly and professionally.
• Communicate effectively with all internal stakeholders, utilizing relevant databases to research and identify validated, appropriate member resources.

Compliance with Policies and Regulatory Standards

Protect the confidentiality of member information, adhering to enterprise policies, and EAP and Worklife policies and procedures, maintaining accurate and complete internal documentation of required information that meets risk management and regulatory requirements.

• Proactively listen to members, anticipating their needs, and taking full ownership of each member interaction, addressing inquiries and resolving 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, resolving complex issues without or with limited management intervention.

Qualifications

Essential 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.

Education

High school diploma or equivalent required.

Work Environment and Company Culture

At arenaflex, we value our employees and strive to create a work environment that is supportive, inclusive, and empowering. Our company culture is built on our core values of being self-disciplined, hardworking, curious, trustworthy, humble, and truthful. We believe in collaboration, recognition, and opportunities for growth and development.

Compensation, Perks, and Benefits

The typical pay range for this role is $18.50 - $35.29 per hour, depending on experience, education, geography, and other relevant factors. arenaflex offers a comprehensive benefits package, including medical, dental, and vision benefits, a 401(k) retirement savings plan, an Employee Stock Purchase Plan, and numerous well-being programs. We also provide paid time off, holidays, and opportunities for professional development and growth.

Conclusion

If you are a compassionate and driven individual who is passionate about delivering exceptional customer service and supporting the mental health wellbeing of our members, we encourage you to apply for this exciting opportunity to join our team at arenaflex. As a Worklife Customer Support Associate, you will play a critical role in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient, and affordable. Apply now to take the first step in an rewarding and challenging career with arenaflex.

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