**Experienced Worklife Customer Support Associate - Employee Assistance Program (Mon-Fri 11:00am-7:30pm EST)**

Are you passionate about delivering exceptional customer support and making a meaningful impact on people's lives? Do you thrive in a dynamic, fast-paced environment where no two calls are ever the same? If so, we invite you to join arenaflex as a Worklife Customer Support Associate - Employee Assistance Program. In this critical role, you will be the front-door to Mental Health Wellbeing for our members, providing empathetic and expert support to help them navigate life's challenges. **About arenaflex** arenaflex is a leading healthcare company that shares a single, clear purpose: Bringing our heart to every moment of your health. Our purpose guides our commitment to deliver enhanced human-centric healthcare for a rapidly changing world. At arenaflex, we believe that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors support this purpose, empowering every employee to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make healthcare more personal, convenient, and affordable. **Job Summary** We are seeking high-performing individuals to join our team, supporting members as their front-door to Mental Health Wellbeing. Our goal is to deliver an integrated experience across the breadth of arenaflex's RFL, Behavioral Health, and Medical products to ensure every member and their families get the right support for their unique mental wellbeing needs. As a Worklife Customer Support Associate - Employee Assistance Program, you will be responsible for supporting the provision and use of employee assistance, employer benefits, and behavioral health benefits. You will coordinate employee assistance, behavioral health benefits, and employer resources, reviewing member needs and communicating information regarding relevant services and resources. **Key Responsibilities** * Responsible for supporting the provision and use of employee assistance, employer benefits, and behavioral health benefits * Coordinates employee assistance, behavioral health benefits, and employer resources * Reviews member's needs and communicates information regarding relevant services and resources * Administers policies and procedures for the Employee Assistance Program Worklife area to support organizational objectives * Executes both routine and non-routine business support tasks for the Care Partner Program under limited supervision * Follows area protocols, standards, and policies to provide effective and timely support * Answers calls, understands call purpose, completes research to identify potential providers and resources, and enters member information into the appropriate system to initiate the case * Responds to member inquiries about services, requests, and resources for life skills * Maintains accurate and complete internal documentation of required information that meets risk management and regulatory requirements * Takes direction to execute techniques, processes, and responsibilities **Member Support** * Determines purpose of call by actively listening and interacting with callers, triages call in a professional and timely manner * Assesses client's needs; researches and articulately communicates information regarding pertinent EAP/Worklife services and resources * Uses screening tools to identify where urgent clinical intervention 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 all internal stakeholders * Utilizes relevant Aetna 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 enterprise 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 each member interaction * Address inquires and resolve issues as a "single-point-of contact" based on phone calls, digital and written correspondence * Provide customized interaction based on customer preference and individualized needs * Resolves complex issues without or with limited management intervention * Administers structured pre-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 social determinants/needs and offers and connects members with viable resources to address those needs **Essential and Preferred Qualifications** * 1 year of customer service and call center experience * 1 year 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 degree or equivalent experience **Skills and Competencies** * Excellent communication and interpersonal skills * Ability to work in a fast-paced environment with multiple priorities * Strong problem-solving and analytical skills * Ability to maintain confidentiality and handle sensitive information * Strong organizational and time management skills * Ability to work independently and as part of a team * Strong customer service skills * Ability to adapt to changing situations and priorities **Career Growth Opportunities and Learning Benefits** * arenaflex offers a comprehensive training program to ensure your success in this role * Opportunities for career growth and advancement within the company * Access to ongoing education and training to enhance your skills and knowledge * Collaborative and supportive work environment **Work Environment and Company Culture** * arenaflex is a fully remote work environment, allowing you to work from the comfort of your own home * Flexible scheduling to accommodate your needs * Collaborative and supportive work environment * Opportunities for socialization and connection with colleagues * arenaflex is committed to creating a diverse and inclusive workplace culture **Compensation, Perks, and Benefits** * Competitive hourly rate: $18.50 - $35.29 * Eligible for a CVS Health bonus, commission or short-term incentive program * Comprehensive benefits package, including medical, dental, and vision benefits * 401(k) retirement savings plan and Employee Stock Purchase Plan * Fully-paid term life insurance plan and short-term and long-term disability benefits * Paid Time Off (PTO) and paid holidays * Discount programs with participating partners **How to Apply** If you are passionate about delivering exceptional customer support and making a meaningful impact on people's lives, we invite you to apply for this exciting opportunity. Please submit your application through our website. We look forward to hearing from you! Apply Job! Apply for this job