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About careerzynith – A Purpose‑Driven Leader in Health & Well‑Being
At careerzynith, we believe that health is more than a set of clinical outcomes – it’s a holistic experience that touches every moment of a person’s life. Our purpose, “Bringing our heart to every moment of your health,” drives a culture where empathy, innovation, and accessibility intersect. As a pioneer in integrated health solutions, careerzynith delivers a blend of medical, behavioral, and employee assistance services that empower individuals, families, and communities to thrive.
Our Heart At Work Behaviors™ reinforce this purpose, ensuring every colleague feels valued, empowered, and equipped to make a meaningful impact. Whether you’re supporting a member in crisis, guiding a teammate through a resource request, or shaping the future of mental‑wellness delivery, you’ll be part of a mission‑focused team that puts people first.
Position Overview – Remote EAP Worklife Customer Support Associate
This fully remote, full‑time role (Sun‑Thu 1:30 pm‑10:00 pm EST) serves as the front‑door for members seeking mental‑health and employee assistance resources. You will be the trusted voice that listens, triages, and connects callers to the right support, ensuring a seamless, compassionate experience across our suite of Worklife, Employee Assistance Program (EAP), and behavioral‑health offerings.
Key aspects of the role include:
- Providing empathetic, solution‑focused support to members and internal teammates.
- Operating within a 24/7 call‑center environment, with occasional holiday coverage.
- Maintaining strict confidentiality and compliance with regulatory standards.
- Leveraging careerzynith’s internal databases and knowledge bases to locate resources quickly.
Core Responsibilities
Member Interaction & Support
- Active Listening & Triage: Determine the purpose of each call, assess urgency, and route inquiries to the appropriate service line.
- Resource Identification: Research and communicate relevant EAP/Worklife services, including counseling, childcare, eldercare, and other life‑skill resources.
- Crisis Management: Recognize high‑risk situations, follow established protocols, and initiate immediate action to safeguard member well‑being.
- Case Documentation: Accurately enter member details into the careerzynith EAP system, documenting interactions, outcomes, and follow‑up steps.
- Outbound Outreach: Proactively call members when needed to confirm resource availability, schedule appointments, or provide additional assistance.
Team Member Support & Collaboration
- Receive transferred calls from counselors, delivering rapid assistance and ensuring continuity of care.
- Schedule counseling appointments, coordinate with providers, and confirm logistics with members.
- Assist teammates with administrative tasks such as printing, collating, and mailing resource guides, provider profiles, and other materials.
- Maintain an up‑to‑date inventory of printed and digital resources within the EAP system.
- Communicate effectively with internal stakeholders—including case managers, clinical teams, and operations—to streamline service delivery.
Compliance, Quality, and Continuous Improvement
- Uphold careerzynith’s privacy policies, safeguarding all member information in accordance with HIPAA and internal standards.
- Ensure all documentation meets risk‑management and regulatory requirements, completing required fields and audit trails.
- Provide “single‑point‑of‑contact” resolution for inquiries via phone, email, or chat, minimizing escalations.
- Utilize structured pre‑screening assessments to identify triggers for urgent care, social‑determinant needs, and additional resource referrals.
- Continuously seek feedback, suggest process enhancements, and participate in training to improve service quality.
Required Qualifications
- Minimum 1 year of customer service or call‑center experience, demonstrating strong communication and problem‑solving skills.
- At least 1 year of experience in a social, psychological, or human‑service field, providing direct client support.
- Proficiency with basic computer applications (Microsoft Office Suite, Teams, Outlook, etc.).
- High school diploma or GED equivalent; additional certifications in counseling, social work, or related fields are a plus.
Preferred Qualifications
- Experience (≥ 1 year) in behavioral health, mental‑health triage, or employee assistance programs.
- Familiarity with EAP platforms, case‑management software, or health‑information systems.
- Demonstrated ability to handle high‑stress situations with composure and empathy.
Essential Skills & Competencies
- Empathy & Active Listening: Ability to understand member concerns, reflect back key points, and build trust quickly.
- Critical Thinking: Quickly assess call purpose, identify red‑flags, and determine the most appropriate next steps.
- Communication: Clear, concise verbal and written communication tailored to diverse audiences.
- Organizational Skills: Manage multiple cases simultaneously while maintaining accurate records.
- Technology Savvy: Comfortable navigating multiple databases, CRM tools, and virtual communication platforms.
- Team Orientation: Collaborative mindset, willing to support colleagues and share knowledge.
- Compliance Awareness: Understanding of privacy regulations and commitment to ethical standards.
Career Growth & Development Opportunities
careerzynith invests heavily in the professional growth of its employees. As a Customer Support Associate, you will have access to:
- Structured onboarding and ongoing mentorship from senior EAP specialists.
- Free development courses covering mental‑health fundamentals, advanced counseling techniques, and leadership skills.
- Opportunities to transition into roles such as Case Manager, Behavioral Health Coordinator, or Operations Analyst.
- Eligibility for internal mobility programs that allow you to explore other careerzynith business units, including telehealth, benefits administration, and product development.
- Regular performance feedback, career‑path planning, and tuition assistance for relevant certifications.
Compensation, Perks & Benefits
careerzynith offers a competitive hourly wage ranging from $18.50 – $31.72, commensurate with experience, education, and geographic location. In addition to base pay, eligible employees may receive:
- Performance‑based bonuses and short‑term incentive programs.
- Comprehensive medical, dental, and vision coverage.
- Retirement savings options, including a 401(k) plan with company match.
- Employee Stock Purchase Plan (ESPP) for eligible participants.
- Fully‑paid term life insurance, short‑term and long‑term disability coverage.
- Generous paid time off (PTO), paid holidays, and sick leave in line with state regulations.
- Well‑being programs such as mental‑health resources, fitness subsidies, and employee assistance services.
- Education assistance, tuition reimbursement, and access to a library of free development courses.
- Discounts on careerzynith products and services, as well as partner‑program savings.
Work Environment & Culture at careerzynith
Our remote workforce is built on trust, flexibility, and a shared commitment to our purpose. You will enjoy:
- A fully remote setup with the freedom to work from any U.S. location.
- Flexible scheduling within the designated shift, with occasional holiday coverage as needed.
- A supportive, inclusive culture that celebrates diversity and encourages authentic self‑expression.
- Regular virtual team huddles, wellness check‑ins, and opportunities to connect with colleagues across the organization.
- Access to mental‑health resources for yourself, reinforcing the belief that caring for our employees is essential to caring for our members.
Application Process & Next Steps
If you are passionate about making a tangible difference in people’s mental‑wellness journeys, thrive in a fast‑paced, empathetic environment, and meet the qualifications outlined above, we invite you to apply today. Join careerzynith and become part of a purpose‑driven team that puts heart into every interaction.
Ready to start your next career chapter? Click the link below to submit your application and begin the journey with careerzynith.
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