Experienced Worklife Customer Support Associate for Employee Assistance Program - Delivering Compassionate Support and Transforming Lives at blithequark

Introduction to blithequark and the Industry

At blithequark, we are passionate about building a world of health and wellness around every individual, and we are dedicated to transforming the healthcare industry with compassion, convenience, and connection. As a leading health solutions company, we reach millions of people through our local presence, digital channels, and a team of over 300,000 purpose-driven colleagues. Our goal is to deliver an integrated experience that supports the unique needs of every individual and their families, and we are committed to doing it all with heart, every day.

Job Overview

We are seeking high-performing individuals to join our team as a Worklife Customer Support Associate for our Employee Assistance Program. As a front-door to Mental Health Wellbeing, you will play a critical role in supporting members and their families, providing them with the right resources and services to meet their unique mental wellbeing needs. This is a fully remote role, with a schedule of Sunday to Thursday, 3:00 pm to 11:30 pm EST, and may require holiday work. Our call center operates 24/7, and we are looking for individuals who are flexible, compassionate, and dedicated to delivering exceptional customer support.

Key Responsibilities

• Support the provision and use of employee assistance, employer benefits, and behavioral health benefits, ensuring that members receive the right support for their unique needs.
• Coordinate employee assistance, behavioral health benefits, and employer resources, working closely with internal stakeholders to deliver an integrated experience.
• Review member needs and communicate information regarding relevant services and resources, providing personalized support and guidance.
• Administer policies and procedures for the Employee Assistance Program Worklife area, ensuring that organizational objectives are met and members receive exceptional support.
• Execute routine and non-routine business support tasks for the Care Partner Program, working under limited supervision and using independent judgment to resolve complex issues.
• Follow area protocols, standards, and policies to provide effective and timely support, maintaining accurate and complete internal documentation that meets risk management and regulatory requirements.
• 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, providing personalized support and guidance.

Member Support

As a Worklife Customer Support Associate, you will be responsible for determining the purpose of calls, triaging calls in a professional and timely manner, and assessing client needs. You will research and articulate information regarding pertinent EAP/Worklife services and resources, using screening tools to identify where urgent clinical intervention is needed and transferring calls appropriately. You will also enter member information into the appropriate EAP system, maintaining accurate and complete internal documentation, and communicate effectively with all internal stakeholders.

Essential Qualifications

• 1+ years of customer service experience in a call center environment, with a strong focus on delivering exceptional customer support and resolving complex issues.
• 1+ years of experience in a social, psychological, or human service field, providing client support and guidance.
• Basic computer knowledge, including Microsoft Office Suite, Word, Excel, Teams, and other software applications.
• High school diploma or GED, with a strong foundation in communication, problem-solving, and customer service skills.

Preferred Qualifications

• 1+ years of Behavioral Health specific experience, with a strong understanding of mental health wellbeing and the resources and services that support it.
• Bachelor's degree or equivalent experience, with a focus on psychology, social work, or a related field.

Skills and Competencies

To be successful in this role, you will need to possess excellent communication, problem-solving, and customer service skills, with the ability to work in a fast-paced environment and prioritize multiple tasks and responsibilities. You will need to be compassionate, empathetic, and understanding, with a strong focus on delivering exceptional customer support and resolving complex issues. You will also need to be proficient in Microsoft Office Suite and other software applications, with the ability to learn new systems and technologies quickly.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our colleagues, providing opportunities for career advancement, professional development, and continuous learning. As a Worklife Customer Support Associate, you will have access to training and development programs, mentorship, and coaching, with opportunities to advance your career and develop new skills and competencies.

Work Environment and Company Culture

Our work environment is fast-paced, dynamic, and supportive, with a strong focus on teamwork, collaboration, and customer satisfaction. We are committed to fostering a workplace where every colleague feels valued, respected, and empowered to contribute their best work. Our company culture is built on a foundation of compassion, empathy, and understanding, with a strong focus on delivering exceptional customer support and transforming lives.

Compensation, Perks, and Benefits

We offer a competitive pay range of $18.50 to $42.35 per hour, with opportunities for bonuses, commissions, and short-term incentives. Our benefits package includes affordable medical plan options, a 401(k) plan with matching company contributions, and an employee stock purchase plan. We also offer no-cost programs for wellness screenings, tobacco cessation, and weight management, as well as confidential counseling and financial coaching. Our colleagues enjoy paid time off, flexible work schedules, family leave, dependent care resources, and many other benefits, depending on eligibility.

Conclusion

If you are a compassionate, empathetic, and customer-focused individual who is passionate about delivering exceptional support and transforming lives, we encourage you to apply for this exciting opportunity. As a Worklife Customer Support Associate at blithequark, you will be part of a dynamic team that is dedicated to building a world of health and wellness around every individual. You will have the opportunity to make a real difference in the lives of our members and their families, while advancing your career and developing new skills and competencies. Apply today and join our team of purpose-driven colleagues who are transforming the healthcare industry with compassion, convenience, and connection.