Experienced Worklife Customer Support Associate - Employee Assistance Program

At arenaflex, we're committed to delivering exceptional customer experiences that make a meaningful difference in people's lives. As a Worklife Customer Support Associate - Employee Assistance Program, you'll play a vital role in supporting our members as their front-door to Mental Health Wellbeing. We're looking for a highly skilled and compassionate individual to join our team, providing an integrated experience across the breadth of RFL, Behavioral Health, and Medical products.

About arenaflex

arenaflex is a leading healthcare company dedicated to transforming the way people experience healthcare. Our purpose is to bring our heart to every moment of your health, delivering enhanced human-centric healthcare for a rapidly changing world. With a commitment to innovation, convenience, and affordability, we're shaping the future of healthcare. Our Heart At Work Behaviors support this purpose, empowering our employees to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions.

Position Summary

We're seeking a high-performing individual to join our team, supporting members as their front-door to Mental Health Wellbeing. This role requires a strong and diverse skillset in relevant areas to drive success. As a Worklife Customer Support Associate - Employee Assistance Program, you'll be responsible for supporting the provision and use of employee assistance, employer benefits, and behavioral health benefits. You'll coordinate employee assistance, behavioral health benefits, and employer resources, reviewing member needs and communicating information regarding relevant services and resources.

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 member 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
• Take direction to execute techniques, processes, and responsibilities

Member Support

* Determine the purpose of the call by actively listening and interacting with callers, triage the call 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
• Maintain an inventory of materials in the appropriate EAP system
• 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

Essential and Preferred 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.)
• Ability to work in a fully remote environment
• Ability to multitask, often while speaking with members
• Ability to type/document and utilize intranet and other tools to assist with call handling
• Ability to read emails to stay up-to-date on important plan sponsor information, process changes, department information
• Ability to work in a fast-paced environment with multiple priorities
• Preferred qualifications:

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

Skills and Competencies

* Excellent communication and interpersonal skills

• Ability to work in a team environment
• Strong problem-solving and analytical skills
• Ability to work in a fast-paced environment with multiple priorities
• Strong attention to detail and organizational skills
• Ability to maintain confidentiality and handle sensitive information
• Strong customer service skills
• Ability to work in a remote environment

Career Growth Opportunities and Learning Benefits

* arenaflex offers a comprehensive training program to support your growth and development

• Opportunities for career advancement and professional growth
• Access to ongoing education and training programs to enhance your skills and knowledge
• Collaborative and supportive work environment
• Recognition and rewards for outstanding performance

Work Environment and Company Culture

* arenaflex is a fully remote company, offering the flexibility to work from anywhere in the U.S.

• Our company culture is built on our Heart At Work Behaviors, which include:

+ Self-discipline + Hard work + Curiosity + Trustworthiness + Humility + Truthfulness

• We value diversity, equity, and inclusion, and strive to create a workplace that is welcoming and inclusive for all employees
• arenaflex offers a comprehensive benefits package, including medical, dental, and vision benefits, as well as a 401(k) retirement savings plan and employee stock purchase plan

Compensation, Perks, and Benefits

* Competitive salary range: $18.50 - $35.29

• Bonus, commission, or short-term incentive program
• Comprehensive benefits package, including medical, dental, and vision benefits
• 401(k) retirement savings plan and employee stock purchase plan
• Paid time off (PTO) and paid holidays
• Flexible work arrangements, including remote work options
• Access to ongoing education and training programs
• Collaborative and supportive work environment

How to Apply

If you're a motivated and compassionate individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application today, and join our team at arenaflex. Apply Now Don't hesitate to apply! We value a great attitude and a willingness to learn above all. Apply for this job