At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed our members' expectations. As a Worklife Customer Support Associate - Employee Assistance Program, you'll play a vital role in providing empathetic and informed support to our members, helping them navigate life's challenges and achieve their goals. If you're passionate about making a difference in people's lives and possess a strong customer service background, we encourage you to join our dynamic team.
**About arenaflex**
arenaflex is a leading healthcare company that's committed to transforming the way people experience healthcare. Our purpose is to bring our heart to every moment of our members' health, delivering personalized, convenient, and affordable care that meets their unique needs. At arenaflex, we believe that our employees are the driving force behind our success, and we're dedicated to creating a culture that values diversity, inclusion, and employee well-being.
**Job Summary**
As a Worklife Customer Support Associate - Employee Assistance Program, you'll be responsible for providing exceptional customer service to our members, addressing their concerns, and connecting them with relevant resources and support. You'll work closely with our team to ensure that our members receive timely and effective support, helping them navigate life's challenges and achieve their goals.
**Key Responsibilities**
* Respond to member inquiries and concerns in a professional and empathetic manner, providing informed support and connecting them with relevant resources and services.
* Assess member needs and communicate information regarding relevant services and resources, including employee assistance, employer benefits, and behavioral health benefits.
* Administer policies and procedures for the Employee Assistance Program Worklife area to support organizational objectives.
* Execute 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.
* In the appropriate EAP system, maintain an inventory of materials.
* 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.
**Requirements**
* 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.)
* Workspace Requirements:
+ Position is fully remote/WAH
+ Must have a separate workspace, free from distraction, in a room with a door that closes, to maintain member privacy
+ Sitting in front of the computer with double monitors and a headset on
+ Multitasking, often while speaking with our members
+ Typing/documenting
+ Utilizing intranet and other tools to assist with call handling, often in the moment
+ Utilizing chats/IM during or in between calls for support
+ Reading emails to stay up-to-date on important plan sponsor information, process changes, department information
+ Need to be hardwired and have reliable internet
+ Internet speed - Home Internet Download Speed to be a minimum of 400mbps and Upload speed between 10-20mbps
+ Broadband or Fiber connection
+ Using DSL (satellite), Cellular internet (T-Mobile, Verizon, AT&T Fixed Wireless, US Cellular to name a few) use cell towers or a satellite and not a direct cable to provide internet
+ Ensure provider sets up a 4-port modem
+ Employees use the 4th port for work internet
**Preferred Qualifications**
* 1 year of Behavioral Health experience
* Bachelor degree or equivalent experience
**Education**
* High school diploma or equivalent required
**Pay Range**
* The typical pay range for this role is: $18.50 - $35.29
* 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.
**Benefits**
* CVS Health 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.
**How to Apply**
If you're passionate about delivering exceptional customer experiences and possess a strong customer service background, we encourage you to apply for this exciting opportunity. Don't hesitate to submit your application today!
**Don't Hesitate, Apply!**
Don't worry if you don't meet every single requirement. We value a great attitude and a willingness to learn above all. Submit your application today and join our dynamic team at arenaflex!