Introduction to blithequark and the Industry
At blithequark, we are passionate about delivering enhanced human-centric health care for a rapidly changing world. Our purpose is clear: to bring our heart to every moment of your health, making a meaningful difference in the lives of our members and their families. As a leader in the thriving Health Care Services & Hospitals industry, we are committed to innovation, personalization, and affordability. Our Heart At Work Behaviors support this purpose, empowering every team member to play a vital role in transforming our culture and accelerating our ability to deliver solutions that make health care more personal, convenient, and affordable.
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 team is the front-door to Mental Health Wellbeing, supporting members and their families in achieving their unique mental wellbeing needs. As a key member of our team, you will be responsible for providing an elite, integrated experience across the breadth of our products and services, ensuring that every member receives the right support at the right time.
Key Responsibilities
- Handle inbound calls from members and customer leadership in a high-volume, fast-paced call center environment, providing effective and timely support.
- Execute routine and non-routine business support tasks, including administrative support, follow-up calls, and other duties as assigned for the Care Partner Program.
- 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, multitasking and utilizing intranet and other tools to assist with call handling.
- Provide an elite quality, customized experience based on customer preference and individualized needs, assessing for social determinants/needs and researching and articulately communicating information regarding pertinent services and resources.
Member Support
As a Worklife Customer Support Associate, you will be the single-point-of-contact for members, addressing inquiries and resolving issues in a professional and timely manner. You will:
- Protect the confidentiality of member information and adhere to enterprise policies.
- Determine the purpose of calls by actively listening and interacting with callers, triaging calls and taking full ownership of each member interaction.
- Use screening tools to identify where urgent clinical intervention is needed, transferring calls appropriately, including members in crisis and at risk.
- Communicate effectively with all internal stakeholders, resolving complex issues with and without management intervention.
Requirements and Qualifications
To be successful in this role, you will need:
- 1 year of customer service and call center experience, with a strong focus on delivering exceptional customer experiences.
- 1 year of experience in a social, psychological, or human service field, providing client support and demonstrating a passion for mental health wellbeing.
- Basic computer knowledge, including Microsoft Office Suite, Word, Excel, Teams, and other software applications.
- A separate workspace, free from distraction, with a door that closes, to maintain member privacy and adhere to workspace requirements.
Preferred Qualifications
While not required, the following qualifications are preferred:
- 1 year of Behavioral Health experience, with a deep understanding of mental health wellbeing and the ability to provide support and resources to members.
- A Bachelor's degree or equivalent experience, demonstrating a commitment to ongoing learning and professional development.
- Call Center experience, with a proven track record of delivering exceptional customer experiences in a fast-paced environment.
Education and Pay Range
A high school diploma or equivalent is required for this role. The typical pay range for this position is $18.50 - $35.29 per hour, with a base annual full-time salary range of $38.5k - $73.5k. The actual base salary offer will depend on a variety of factors, including experience, education, geography, and other relevant factors.
Benefits and Perks
At blithequark, we offer a comprehensive range of benefits and perks, including:
- Medical, dental, and vision benefits, with a range of plan options to suit your needs.
- A 401(k) retirement savings plan, with company matching contributions to help you save for the future.
- An Employee Stock Purchase Plan, allowing you to purchase company stock at a discounted rate.
- A fully-paid term life insurance plan, providing peace of mind and financial security for you and your loved ones.
- Short-term and long-term disability benefits, protecting your income and wellbeing in the event of illness or injury.
- Well-being programs, education assistance, and free development courses, supporting your ongoing learning and growth.
- A CVS store discount and discount programs with participating partners, helping you save money on everyday purchases.
- Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year, allowing you to relax and recharge.
Work Environment and Company Culture
At blithequark, we are committed to creating a positive and inclusive work environment, where every team member feels valued, respected, and empowered to contribute. Our company culture is built on a foundation of heart, with a focus on delivering exceptional customer experiences, supporting the wellbeing of our members, and making a meaningful difference in our communities.
Conclusion
If you are a passionate and compassionate individual, with a strong commitment to delivering exceptional customer experiences and supporting the mental health wellbeing of others, we encourage you to apply for this exciting opportunity. As a Worklife Customer Support Associate at blithequark, you will be part of a dynamic and supportive team, working together to make a positive impact on the lives of our members and their families. Apply now to join our team and start your journey with blithequark!
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