Experienced Worklife Customer Support Associate – Employee Assistance Program Specialist for Elite Member Experience and Mental Health Wellbeing Support

Introduction to arenaflex

At arenaflex, we are driven by a singular purpose: to bring heart to every moment of health. This guiding principle underscores our commitment to delivering human-centric healthcare that is both personal and transformative. As a leader in the healthcare industry, arenaflex is dedicated to making healthcare more accessible, convenient, and affordable for all. Our culture is built on the foundation of our Heart At Work Behaviors, which empower every team member to play a vital role in shaping our culture and driving innovation.

Job Overview

We are seeking high-performing individuals to join our Care Partner/Employee Assistance Program (EAP) team as a Worklife Customer Support Associate. This role is pivotal in providing an elite, integrated experience for our members, supporting their mental health wellbeing, and connecting them with the right resources and services. As a member of our team, you will be responsible for handling inbound calls, providing administrative support, and ensuring seamless execution of our Care Partner Program.

Key Responsibilities

• Handle inbound calls from members and customer leadership in a fast-paced call center environment, providing timely and effective support.
• Execute routine and non-routine business support tasks, including administrative support, follow-up calls, and other duties as assigned.
• Maintain accurate and complete internal documentation of required information in each relevant system, adhering to area protocols, standards, and policies.
• Comply with policies and regulatory standards, taking direction to execute techniques, processes, and responsibilities.
• Adhere to performance metrics, including quality, call handling time, and customer satisfaction expectations, while multitasking and utilizing various tools and systems.

Member Support

In this role, you will be the front-door to mental health wellbeing for our members, providing an elite quality, customized experience based on customer preference and individualized needs. Your responsibilities will include:

• Protecting the confidentiality of member information and adhering to enterprise policies.
• Determining the purpose of calls by actively listening and interacting with callers, triaging calls in a professional and timely manner.
• Assessing for social determinants/needs, researching, and articulately communicating information regarding pertinent services and resources.
• Using screening tools to identify where urgent clinical intervention is needed, and transferring calls appropriately, including members in crisis and at risk.
• Addressing inquiries and resolving issues as a "single-point-of-contact" based on phone calls, digital, and written correspondence.

Qualifications

To be successful in this role, you will need:

Essential 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, including Microsoft Office Suite, Word, Excel, Teams, etc.
• High school diploma or equivalent required.

Preferred Qualifications

• 1 year of Behavioral Health experience.
• Bachelor's degree or equivalent experience.
• Call Center experience.

Workspace Requirements

To perform this role, you will need:

• A separate workspace, free from distraction, in a room with a door that closes, to maintain member privacy.
• A reliable internet connection with a minimum download speed of 400mbps and upload speed between 10-20mbps.
• A broadband or fiber connection, with a 4-port modem set up by your internet service provider.
• Ability to sit in front of a computer with double monitors and a headset on for extended periods.

Career Growth and Development

At arenaflex, we are committed to the growth and development of our team members. As a Worklife Customer Support Associate, you will have access to various training programs, education assistance, and development courses to enhance your skills and knowledge. Our goal is to provide you with the tools and resources needed to succeed in your role and advance your career.

Work Environment and Culture

arenaflex is dedicated to creating a work environment that is inclusive, supportive, and empowering. Our culture is built on the principles of respect, empathy, and compassion, and we strive to make a positive impact on the lives of our members and our communities. As a member of our team, you will be part of a dynamic and collaborative environment that values diversity, equity, and inclusion.

Compensation and Benefits

The typical pay range for this role is $18.50 - $31.72 per hour. In addition to your compensation, you will be eligible for a range of benefits, including medical, dental, and vision benefits, a 401(k) retirement savings plan, and an Employee Stock Purchase Plan. You will also have access to numerous well-being programs, education assistance, and discount programs with participating partners.

Conclusion

If you are a compassionate and driven individual who is passionate about delivering exceptional customer service and supporting the mental health wellbeing of others, we encourage you to apply for this exciting opportunity. As a Worklife Customer Support Associate at arenaflex, you will be part of a team that is dedicated to making a positive impact on the lives of our members and our communities. Join us in our mission to bring heart to every moment of health, and take the first step towards a rewarding and challenging career with arenaflex.

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