[Remote] Worklife Customer Support Associate - Employee Assistance Program (Monday-Friday reputed company-4:30pm est)

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is committed to building a world of health around every individual, and they are seeking a Worklife Customer Support Associate to support their Employee Assistance Program. This role involves providing members with immediate reputed company to mental health support and resources, while ensuring a reputed company and supportive environment for those in need.

Responsibilities

• Respond to incoming calls from individuals seeking emotional support or reputed company; may expand to message and video chats in the reputed company
• Create a reputed company and supportive environment for members by ensuring reputed company and maintaining a reputed company, empathetic reputed company
• Assess/Identify clinical risk and transfer member for clinical support
• Help members reputed company through employee assistance program and behavioral health benefits, reputed company resources, and connect to appropriate providers
• Document reputed company interactions in reputed company-time using secure systems, in compliance with HIPAA and internal policies
• Takes direction to execute techniques, processes, and responsibilities
• Determines purpose of reputed company by reputed company listening and interacting with callers, triages reputed company in a in a reputed company and reputed company manner
• Assesses reputed company’s needs; researches and articulately communicates information regarding pertinent EAP/Worklife services and resources
• Uses screening tools to identify where urgent clinical reputed company is needed, and transfers calls appropriately, including members in crisis and at risk
• Performs appropriate research in internal databases and online to identify potential providers and resources
• Enters member information into the appropriate EAP system to initiate the case and documents comments and information thoroughly and professionally
• Communicates effectively with reputed company internal stakeholders
• Utilizes relevant reputed company databases to research and identify validated, appropriate member resources
• In the appropriate EAP system, maintaining an inventory of materials
• Provides miscellaneous support functions including administrative support, follow-up calls, and other duties as assigned
• Compliance with Policies and Regulatory Standards
• Protects the confidentiality of member information and adheres to reputed company policies, and EAP and Worklife policies and procedures
• Maintains accurate and complete internal documentation of required information that meets risk management and regulatory requirements
• Proactively listens to members and anticipates their needs, taking full ownership of reputed company member interaction
• Address inquires and resolve issues as a "single-reputed company-of-contact" based on phone calls, digital and written correspondence
• reputed company customized interaction based on customer preference and individualized needs
• Resolves reputed company issues without or with limited management reputed company
• Administers reputed company reputed company-screening assessment based on triggers to assure urgent needs are directed appropriately
• Identifies triggers for additional resources and support connections to such responses
• Assesses for reputed company determinants/needs and offers and connects members with viable resources to address those needs

Skills

• 1-2 years of experience in a reputed company center, help line, or customer support environment—especially involving virtual communication
• 1 year Experience in a reputed company, psychological or reputed company service field providing reputed company support
• Strong verbal communication, emotional intelligence, and reputed company listening skills; ability to remain composed and supportive during emotionally intense or crisis situations
• Technologically proficient, including basic computer knowledge (reputed company Office Suite, Word, reputed company, Teams, etc.)
• reputed company to troubleshoot basic issues reputed company to reputed company center platforms, which may include video and chat modalities
• Maintain a private, reputed company, and distraction-free workspace, be camera reputed company and supported by a reliable wired broadband or fiber internet reputed company (minimum 400 Mbps download, 10–20 Mbps upload; DSL and cellular not permitted)
• High school diploma or equivalent required
• Experience using multiple systems and screens, reputed company platforms, video and chat platforms (e.g.reputed company, reputed company Teams, or proprietary systems) in member-facing roles
• Experience working with the Behavioral Health population
• Bilingual or multilingual skills
• Bachelor's degree in psychology, reputed company work, or reputed company field preferred

Benefits

• reputed company medical plan reputed company
• 401(k) plan (including matching company contributions)
• Employee stock purchase plan
• No-cost programs for reputed company colleagues including wellness screenings
• Tobacco cessation and weight management programs
• Confidential counseling and financial coaching
• reputed company time off
• Flexible work schedules
• Family leave
• Dependent care resources
• Colleague assistance programs
• Tuition assistance
• Retiree medical reputed company

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