**Experienced EAP Worklife Customer Support Associate – Mental Health Wellbeing Services**

Are you passionate about delivering exceptional customer service and making a positive impact on people's lives? Do you have a heart for helping others navigate life's challenges? If so, we invite you to join our team at arenaflex as an EAP Worklife Customer Support Associate. In this role, you will be the front-door to mental health wellbeing services, providing critical support to members and their families as they navigate the complexities of mental health. **About arenaflex** arenaflex is a leading healthcare company that is dedicated to delivering innovative solutions that make healthcare more personal, convenient, and affordable. Our mission is to bring our heart to every moment of your health, and we're committed to creating a culture that is guided by our Heart At Work Behaviors. These behaviors support our purpose and empower our colleagues to make a meaningful difference in the lives of our members. **About the Role** As an EAP Worklife Customer Support Associate, you will be responsible for providing exceptional customer service to members who are seeking support for mental health wellbeing. You will be the first point of contact for many of our members, and your role will be critical in ensuring that they receive the support and resources they need to navigate life's challenges. **Key Responsibilities** * Member Support: + Determine the purpose of each call by actively listening and interacting with callers, triaging calls in a professional and timely manner. + Assess client needs, research, and articulate information regarding pertinent EAP/Worklife services and resources. + Recognize crisis situations and evaluate for needed action to minimize risk. + Perform research in internal databases and online to identify potential providers and resources. + Enter member information into the EAP system to initiate the case and document comments and information thoroughly and professionally. * Team Member Support: + Receive calls transferred from counselors and provide immediate member assistance. + Schedule appointments for members with counselors. + Assist team members with necessary activities to effectively respond to member inquiries about and requests for services and resources related to various life skills. + Communicate effectively with all internal stakeholders. + Utilize relevant Aetna databases to research and identify validated, appropriate member resources. + Make outbound calls as appropriate to identify and assist with securing member resources and/or services. + Assist team members with printing and fulfillment needs related to relevant materials. * Compliance with Policies and Regulatory Standards: + Protect the confidentiality of member information and adhere to enterprise policies, and EAP and Worklife policies and procedures. + Maintain accurate and complete internal documentation of required information that meets risk management and regulatory requirements. + Proactively listen to members and anticipate their needs, taking full ownership of each member interaction. + Address inquiries 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. + Resolve complex issues without or with limited management intervention. + Administer structured pre-screening assessment based on triggers to assure urgent needs are directed appropriately. + Identify triggers for additional resources and support connections to such responses. + Assess for social determinants/needs and offer and connect members with viable resources to address those needs. **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 **Education** * High School Diploma or equivalent GED **Work Environment and Culture** As an EAP Worklife Customer Support Associate, you will be working in a fully remote role, with the flexibility to work from anywhere in the U.S. You will be part of a dynamic team that is passionate about delivering exceptional customer service and making a positive impact on people's lives. Our culture is guided by our Heart At Work Behaviors, which support our purpose and empower our colleagues to make a meaningful difference in the lives of our members. **Compensation and Benefits** * The typical pay range for this role is $18.50 - $31.72 per hour. * This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. * The actual base salary offer will depend on a variety of factors, including experience, education, geography, and other relevant factors. * This position is eligible for a CVS Health bonus, commission, or short-term incentive program in addition to the base pay range listed above. * In addition to your compensation, enjoy the rewards of an organization that puts its heart into caring for its colleagues and communities. * The Company offers a full range of medical, dental, and vision benefits. * Eligible employees may enroll in the Company's 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. * The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long-term disability benefits. * CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. * As for time off, Company employees enjoy Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year. **How to Apply** If you're passionate about delivering exceptional customer service and making a positive impact on people's lives, we invite you to apply for this exciting opportunity. Please visit our website at jobs.arenaflex.com to learn more about this role and to submit your application. We look forward to hearing from you! Apply for this job