**Experienced EAP Worklife Customer Support Associate (Sun-Thu 1:30pm-10:00pm EST) – Join blithequark's Mission to Revolutionize Mental Health Wellbeing**

At blithequark, we're committed to delivering enhanced human-centric healthcare for a rapidly changing world. Our purpose is to bring our heart to every moment of your health, and we're looking for passionate and dedicated individuals to join our team. As an EAP Worklife Customer Support Associate, you'll play a vital role in supporting members as their front-door to Mental Health Wellbeing. Our goal is to deliver an integrated experience across the breadth of RFL, Behavioral Health, and Medical products to ensure every member and their families get the right support for their unique mental wellbeing needs. **About blithequark** blithequark is a leading healthcare organization that puts its heart into caring for our colleagues and our communities. We're committed to transforming our culture and accelerating our ability to innovate and deliver solutions to make healthcare more personal, convenient, and affordable. Our Heart At Work Behaviors support this purpose, empowering every employee to feel empowered by the role they play in shaping our culture and driving our mission forward. **Job Summary** We're seeking high-performing individuals to join our team as EAP Worklife Customer Support Associates. As a member of our team, you'll be responsible for supporting the provision and use of Worklife, employee assistance, and management consultant resources. You'll work closely with members, team members, and internal stakeholders to provide timely and professional support, ensuring that every member receives the right support for their unique mental wellbeing needs. **Key Responsibilities** * Member Support: + Determine the purpose of each call by actively listening and interacting with callers, triage calls in a professional and timely manner. + Assess client needs, research, and articulate communicate information regarding pertinent EAP/Worklife services and resources. + Recognize crisis situations and evaluate for needed action to minimize risk. + Perform appropriate research in internal databases and online to identify potential providers and resources. + Enter member information into the appropriate 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 such as finding childcare, finding eldercare, etc. + 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, including provider profiles, letters, selection of appropriate guidebooks, collating materials for mailing, documenting fulfillment completion. + Maintain an inventory of materials in the appropriate EAP system. * 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 a member of our team, you'll enjoy a fully remote work environment, with the flexibility to work from anywhere in the U.S. Our team is committed to delivering exceptional support to our members, and we're looking for individuals who share our passion for making a difference in the lives of others. We offer a collaborative and dynamic work environment, with opportunities for growth and development. **Compensation and Benefits** We offer a competitive compensation package, with a pay range of $18.50 - $31.72 per hour. In addition to your compensation, you'll enjoy a range of benefits, including: * A fully-paid term life insurance plan * Short-term and long-term disability benefits * A 401(k) retirement savings plan * An Employee Stock Purchase Plan * A CVS store discount * Discount programs with participating partners * Paid Time Off (PTO) or vacation pay * Paid holidays throughout the calendar year * Number of paid holidays, sick time, and other time off provided consistent with relevant state law and Company policies **Career Growth Opportunities and Learning Benefits** At blithequark, we're committed to investing in our employees' growth and development. We offer a range of training and development opportunities, including: * Free development courses * Education assistance * Well-being programs * Opportunities for advancement and career growth **How to Apply** If you're passionate about making a difference in the lives of others and are looking for a challenging and rewarding career opportunity, we encourage you to apply. Please visit our website at [insert website URL] to learn more about our company and our available positions. We look forward to hearing from you! **Equal Employment Opportunity** blithequark is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. If you require a reasonable accommodation to perform the essential functions of this role, please contact us at [email protected]. We will make every effort to respond to your request within 48 business hours and do everything we can to work towards a solution. Apply for this job