Experienced Worklife Customer Support Associate – Employee Assistance Program Specialist for Mental Health Wellbeing and Behavioral Health Support

Introduction to arenaflex

At arenaflex, we are driven by a singular purpose: to bring heart to every moment of health. This guiding principle inspires our commitment to delivering enhanced, human-centric healthcare in a rapidly changing world. Our brand, with heart at its core, sends a personal message that how we deliver our services is just as important as what we deliver. We are now seeking a highly skilled and compassionate Worklife Customer Support Associate to join our team, supporting members as their front-door to mental health wellbeing.

About the Role

We are looking for high-performing individuals to support our members in their unique mental wellbeing needs, delivering an integrated experience across the breadth of our products and services. As a Worklife Customer Support Associate, you will be responsible for supporting the provision and use of employee assistance, employer benefits, and behavioral health benefits. Your goal will be to provide exceptional support to our members, ensuring they receive the right support for their mental wellbeing needs.

Key Responsibilities

• Support the provision and use of employee assistance, employer benefits, and behavioral health benefits.
• Coordinate employee assistance, behavioral health benefits, and employer resources, reviewing member needs and communicating information regarding relevant services and resources.
• Administer policies and procedures for the Employee Assistance Program Worklife area to support organizational objectives.
• Execute both 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.

Member Support

In this role, you will determine the purpose of calls by actively listening and interacting with callers, triaging calls in a professional and timely manner. You will assess client needs, research, and articulately communicate information regarding pertinent EAP/Worklife services and resources. You will also use screening tools to identify where urgent clinical intervention is needed and transfer calls appropriately, including members in crisis and at risk.

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 (Microsoft Office Suite, Word, Excel, Teams, etc.).

Preferred Qualifications

• 1 year of Behavioral Health experience.
• Bachelor's degree or equivalent experience.
• High school diploma or equivalent required.

Career Growth and Learning Benefits

At arenaflex, we are committed to the growth and development of our colleagues. As a Worklife Customer Support Associate, you will have access to numerous well-being programs, education assistance, free development courses, and a store discount. You will also be eligible for a bonus, commission, or short-term incentive program in addition to your base pay.

Work Environment and Company Culture

Our company culture is built on the principles of empathy, compassion, and kindness. We believe in creating a work environment that is supportive, inclusive, and respectful of all colleagues. As a fully remote role, you will have the flexibility to work from anywhere in the U.S., with a separate workspace that is free from distraction and maintains member privacy.

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.

Compensation, Perks, and Benefits

The typical pay range for this role is $18.50 - $35.29 per hour. In addition to your compensation, you will enjoy a full range of medical, dental, and vision benefits, as well as eligibility for our 401(k) retirement savings plan and Employee Stock Purchase Plan. You will also have access to numerous well-being programs, education assistance, free development courses, and a store discount.

Conclusion

If you are a compassionate and skilled customer support professional looking to make a difference in the lives of our members, we encourage you to apply for this exciting opportunity. At arenaflex, we are committed to delivering exceptional support to our members, and we believe that you will be a valuable addition to our team. Apply now to join our team and start making a difference in the lives of our members.

Apply Now