Experienced Worklife Customer Support Associate - Employee Assistance Program

Are you passionate about delivering exceptional customer support and making a meaningful impact in people's lives? Do you thrive in a dynamic, fast-paced environment where no two calls are ever the same? If so, we invite you to join our team at arenaflex as a Worklife Customer Support Associate - Employee Assistance Program. As a key member of our remote team, you will play a vital role in supporting members with the provision and use of Worklife Employee Assistance Programs (EAP) and management consultant resources.

About arenaflex

arenaflex is a leading healthcare company that is dedicated to delivering enhanced human-centric healthcare for a rapidly changing world. Our purpose is to bring our heart to every moment of your health, and we strive to make healthcare more personal, convenient, and affordable. At arenaflex, we believe that our employees are the driving force behind our success, and we are committed to creating a culture that values and supports their growth and well-being.

Job Summary

As a Worklife Customer Support Associate - Employee Assistance Program, you will be responsible for taking incoming calls to support members with the provision and use of Worklife EAP and management consultant resources. You will be the first point of contact for members, and your role will be to determine the purpose of the call, assess the member's needs, and provide timely and professional support. You will also be responsible for researching and articulately communicating information regarding pertinent EAP/Worklife services and resources, recognizing crisis situations, and evaluating for needed action to minimize risk.

Key Responsibilities

* Determine the purpose of the call by actively listening and interacting with callers, and triage the call in a professional and timely manner

• Assess the member's needs, research, and articulate communicate information regarding pertinent EAP/Worklife services and resources
• Recognize crisis situations and evaluate for needed action to minimize 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
• Receive calls transferred from counselors and provide immediate member assistance
• Schedule appointments for members with counselors
• Assist team members with necessary activities to effectively respond to member inquiries about and requests for services and resources related to various life skills such as finding childcare, finding eldercare, etc.
• Communicate effectively with all internal stakeholders
• Utilize relevant Aetna databases to research and identify validated, appropriate member resources
• Make outbound calls as appropriate to identify and assist with securing member resources and/or services
• Assist team members with printing and fulfillment needs related to relevant materials, including provider profiles, letters, selection of appropriate guidebooks, collating materials for mailing, documenting fulfillment completion in the appropriate EAP system, maintaining an inventory of materials
• Provide miscellaneous support functions including administrative support, follow-up calls, and other duties as assigned

Essential Qualifications

* 1+ years' experience in a call center environment

• Experienced in a social, psychological, or human service field providing client support
• Strong communication and interpersonal skills
• Ability to work in a fast-paced environment and prioritize multiple tasks and responsibilities
• Ability to maintain confidentiality and handle sensitive information
• Strong problem-solving and critical thinking skills
• Ability to work independently and as part of a team

Preferred Qualifications

* Bachelor of Arts or Bachelor of Science Degree

• Experience working with EAP or Worklife programs
• Knowledge of relevant laws and regulations related to EAP and Worklife programs
• Experience working in a remote or virtual environment

Skills and Competencies

* Strong communication and interpersonal skills

• Ability to work in a fast-paced environment and prioritize multiple tasks and responsibilities
• Ability to maintain confidentiality and handle sensitive information
• Strong problem-solving and critical thinking skills
• Ability to work independently and as part of a team
• Ability to adapt to changing priorities and deadlines
• Strong organizational and time management skills
• Ability to work effectively in a virtual environment

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to supporting the growth and development of our employees. We offer a range of training and development opportunities, including:

• Comprehensive training program for new hires
• Ongoing training and development opportunities to enhance skills and knowledge
• Opportunities for career advancement and professional growth
• Access to industry-leading tools and resources
• Collaborative and supportive work environment

Work Environment and Company Culture

As a remote employee, you will have the flexibility to work from anywhere in the U.S. and enjoy a range of benefits, including:

• Flexible scheduling and work arrangements
• Opportunity to work in a dynamic and fast-paced environment
• Collaborative and supportive work environment
• Access to industry-leading tools and resources
• Opportunities for career advancement and professional growth

Compensation, Perks, and Benefits

arenaflex offers a competitive salary and a range of benefits, including:

• Competitive salary range of $18.50 - $35.29
• Bonus, commission, or short-term incentive program
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) retirement savings plan
• Employee Stock Purchase Plan
• Fully-paid term life insurance plan
• Short-term and long-term disability benefits
• Paid Time Off (PTO) or vacation pay
• Paid holidays throughout the calendar year
• Number of paid holidays, sick time, and other time off consistent with relevant state law and company policies

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional support and making a meaningful impact in people's lives, we invite you to apply for this exciting opportunity. Please submit your application today and join our team at arenaflex as a Worklife Customer Support Associate - Employee Assistance Program. Apply To This Job Don't hesitate to apply! We value a great attitude and a willingness to learn above all. Apply for this job