Are you passionate about delivering exceptional customer support and making a meaningful impact in people's lives? Do you have a heart for helping others navigate life's challenges? If so, we invite you to join our team at arenaflex as an Experienced Worklife Customer Support Associate - Employee Assistance Program. As a key member of our customer support team, you will play a vital role in providing empathetic and professional support to our members, helping them access the resources and services they need to thrive.
**About arenaflex**
At arenaflex, we're committed to revolutionizing 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. 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 to make healthcare more personal, convenient, and affordable.
**Job Summary**
As an Experienced 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 Employee Assistance Programs (EAP) and management consultant resources. You will determine the purpose of each call by actively listening and interacting with callers, triage calls in a professional and timely manner, and assess client needs to provide accurate and relevant information regarding pertinent EAP/Worklife services and resources.
**Key Responsibilities**
* Determine the purpose of each call by actively listening and interacting with callers
* Triage calls in a professional and timely manner
* Assess client needs to provide accurate and relevant 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 arenaflex 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
* Proficiency in using computer software and systems
* Ability to maintain confidentiality and handle sensitive information
**Preferred Qualifications**
* Bachelor of Arts or Bachelor of Science Degree
* Education: High School Diploma
* Experience working with Employee Assistance Programs (EAP) or similar programs
**Workspace Requirements**
* Technical Requirement for personal residential internet service: Select an internet service that is either broadband or fiber (e.g., Verizon Fios, Comcast). Select a minimum of 25mbps/3mbps. A hardwired connection is required (ethernet connection); a wireless connection will introduce the risk of performance degradation.
**Work Environment and Culture**
As a remote employee, you will have the flexibility to work from anywhere in the U.S. and enjoy a fully remote work environment. Our company culture is built on our Heart At Work Behaviors, which include being self-disciplined, hard working, curious, trustworthy, humble, and truthful. We value collaboration, innovation, and making a difference in people's lives.
**Compensation and Benefits**
* The typical pay range for this role is: $17.00 - $25.65
* 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 arenaflex bonus, commission, or short-term incentive program in addition to the base pay range listed above.
* 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.
* CVS Health 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.
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping our employees grow and develop their careers. We offer a range of training and development programs, including on-the-job training, mentorship, and education assistance. Our employees have the opportunity to work on high-impact projects, collaborate with cross-functional teams, and develop new skills and expertise.
**How to Apply**
If you're passionate about delivering exceptional customer support and making a meaningful impact in people's lives, we invite you to apply for this exciting opportunity. Please visit our website to submit your application and join our team at arenaflex.
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