Experienced Worklife Customer Support Associate for Employee Assistance Program - Delivering Compassionate Support and Resources to Members and Families

Introduction to blithequark

At blithequark, we are driven by a singular purpose: to bring heart to every moment of health. This guiding principle inspires our commitment to delivering enhanced, human-centric healthcare in 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 are seeking high-performing individuals to join our team as a Worklife Customer Support Associate, where you will play a vital role in supporting members as their front-door to Mental Health Wellbeing.

Job Overview

As a Worklife Customer Support Associate, you will be responsible for supporting the provision and use of employee assistance, employer benefits, and behavioral health benefits. You will coordinate employee assistance, behavioral health benefits, and employer resources, reviewing members' needs and communicating information regarding relevant services and resources. Your goal will be 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.

Key Responsibilities

• Support the provision and use of employee assistance, employer benefits, and behavioral health benefits
• Coordinate employee assistance, behavioral health benefits, and employer resources
• Review members' needs and communicate information regarding relevant services and resources
• Administer policies and procedures for the Employee Assistance Program Worklife area to support organizational objectives
• Execute both 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

In this role, you will determine the purpose of calls by actively listening and interacting with callers, triaging calls in a professional and timely manner. You will assess clients' needs, research, and articulately communicate information regarding pertinent EAP/Worklife services and resources. You will use screening tools to identify where urgent clinical intervention is needed and transfer calls appropriately, including members in crisis and at risk.

• Determine the purpose of calls by actively listening and interacting with callers
• Assess clients' needs; research and articulately communicate information regarding pertinent EAP/Worklife services and resources
• Use screening tools to identify where urgent clinical intervention is needed, and transfer calls appropriately
• 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

Essential Qualifications

To be successful in this role, you will need:

• 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.)
• A high school diploma or equivalent required

Preferred Qualifications

While not required, the following qualifications are preferred:

• 1 year of Behavioral Health experience
• Bachelor's degree or equivalent experience

Work Environment and Culture

At blithequark, we are committed to creating a work environment that is supportive, inclusive, and empowering. As a fully remote role, you will have the flexibility to work from anywhere in the U.S. and will be expected to maintain a separate workspace, free from distraction, in a room with a door that closes, to maintain member privacy. You will need to have a reliable internet connection with a minimum download speed of 400mbps and an upload speed between 10-20mbps.

Compensation and Benefits

The typical pay range for this role is $18.50 - $35.29 per hour. In addition to your compensation, you will enjoy a range of benefits, including medical, dental, and vision benefits, a 401(k) retirement savings plan, and an Employee Stock Purchase Plan. You will also have access to numerous well-being programs, education assistance, free development courses, and a store discount.

Career Growth and Development

At blithequark, we are committed to supporting the growth and development of our employees. You will have access to a range of training and development opportunities, including online courses, workshops, and conferences. You will also have the opportunity to work with a talented and dedicated team of professionals who are passionate about delivering exceptional customer service and support.

Conclusion

If you are a compassionate and empathetic individual who is passionate about delivering exceptional customer service and support, we encourage you to apply for this exciting opportunity. As a Worklife Customer Support Associate, you will play a vital role in supporting members and their families, and will be part of a talented and dedicated team of professionals who are committed to delivering exceptional care and support. Apply today to join our team and start making a difference in the lives of our members!