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Join arenaflex as an EAP Worklife Customer Support Associate
Are you passionate about making a meaningful difference in people's lives? Do you have a heart for helping others navigate through life's most challenging moments? At arenaflex, we believe that every person deserves access to compassionate, personalized support for their mental health and wellbeing. We are seeking a dedicated and empathetic professional to join our dynamic team as an EAP Worklife Customer Support Associate.
At arenaflex, we are transforming the way health care is delivered across America. Our commitment to human-centric care means we see each individual not just as a member, but as a person with unique needs, concerns, and aspirations. As a member of our team, you will be the first point of contact for individuals seeking support—their "front door" to mental health resources and wellbeing services. This is not just a job; it's an opportunity to be part of something truly meaningful.
Position Overview
We are looking for exceptional individuals who thrive in a fast-paced, service-oriented environment to support our expanding Employee Assistance Program (EAP) and Worklife services. This is a fully remote position, giving you the flexibility to work from anywhere in the United States while making a profound impact on the lives of our members and their families.
Schedule Details:
- Shift: Sunday through Thursday, 1:30 PM – 10:00 PM EST
- This is a 24/7 operation, and holiday work is expected
- Schedules may be adjusted based on business needs
As a Customer Support Associate, you will play a critical role in delivering integrated support across our Behavioral Health, Employee Assistance, and Worklife product lines. Your work will directly contribute to ensuring that every member receives the right support for their unique mental wellbeing needs.
What You'll Do
Member Support & Engagement
Your primary responsibility is to serve as the compassionate voice that members encounter when seeking help. This includes:
- Responding to inbound calls with active listening, empathy, and professionalism to understand the purpose of each call
- Triaging calls efficiently and determining the appropriate level of support and intervention
- Conducting thorough assessments of member needs and researching available EAP and Worklife services
- Recognizing crisis situations quickly and taking appropriate action to minimize risk to the member
- Performing comprehensive research in internal databases and online resources to identify suitable providers and community resources
- Accurately entering member information into our EAP systems to initiate cases and documenting all interactions thoroughly and professionally
- Serving as the single-point-of-contact for resolving complex issues with minimal management intervention
Team Collaboration & Coordination
Working collaboratively with our clinical and support teams is essential to this role:
- Receiving calls transferred from counselors and providing immediate, effective member assistance
- Scheduling appointments between members and licensed counselors
- Assisting team members with responding to inquiries about Worklife services, including childcare resources, eldercare support, legal assistance, financial planning, and other life skills
- Communicating professionally with all internal stakeholders to ensure seamless service delivery
- Making outbound calls as needed to identify, secure, and coordinate member resources and services
Resource Management & Fulfillment
You will also be responsible for maintaining our resource inventory and fulfillment processes:
- Utilizing internal Aetna databases to research and identify validated, appropriate resources for members
- Assisting with printing and fulfillment needs, including provider profiles, selection guides, and member materials
- Maintaining inventory of materials within the EAP system
- Performing administrative support functions, follow-up calls, and other duties as assigned
Compliance & Quality Assurance
Maintaining the highest standards of compliance and confidentiality is paramount:
- Protecting the confidentiality of all member information in accordance with enterprise, EAP, and Worklife policies
- Maintaining accurate and complete documentation that meets risk management and regulatory requirements
- Administering structured pre-screening assessments based on triggers to ensure urgent needs are directed appropriately
- Identifying triggers for additional resources and connecting members with appropriate support services
- Assessing for social determinants of health and connecting members with viable resources to address those needs
What We're Looking For
Required Qualifications
To succeed in this role, you must have:
- At least one (1) year of customer service and call center experience
- At least one (1) year of experience in a social, psychological, or human service field providing direct client support
- Strong basic computer skills, including proficiency in Microsoft Office Suite (Word, Excel, Teams, etc.)
- High School Diploma or equivalent GED
Preferred Qualifications
While not required, the following qualifications would strengthen your application:
- Previous experience in Behavioral Health or mental health services
- Familiarity with Employee Assistance Programs (EAP) or similar support services
- Experience with crisis intervention or triage protocols
- Knowledge of community resources and social services
Essential Skills & Competencies
Beyond experience and education, we are looking for individuals who demonstrate:
- Empathy and Emotional Intelligence: The ability to connect with callers on a human level, understanding their concerns with compassion and sensitivity
- Active Listening: Strong listening skills to accurately assess member needs and provide appropriate support
- Critical Thinking: The ability to evaluate situations quickly, especially crisis scenarios, and determine appropriate courses of action
- Communication Excellence: Articulate verbal and written communication skills to effectively convey complex information
- Problem-Solving: Resourcefulness in researching solutions and resolving complex issues independently
- Attention to Detail: Meticulous documentation and adherence to compliance requirements
- Adaptability: Comfortable with evolving priorities and flexible scheduling in a 24/7 operational environment
- Tech Proficiency: Ability to navigate multiple databases and systems efficiently
Why Join arenaflex?
At arenaflex, we know that our greatest asset is our people. We are committed to creating an environment where you can grow professionally, make a meaningful impact, and feel valued for the work you do. Here are just a few reasons to consider joining our team:
Professional Development
We invest in your growth through comprehensive training and development opportunities. You'll receive thorough onboarding that prepares you for success in this role, with ongoing support and opportunities to expand your skills in behavioral health, customer service excellence, and crisis intervention.
Competitive Compensation
We recognize and reward your contributions. The pay range for this position is $18.50 - $31.72 per hour, depending on experience, education, and geographic location. This position is eligible for arenaflex bonus, commission, or short-term incentive programs in addition to the base pay range.
Comprehensive Benefits
We care about your wellbeing, both in and out of work. Eligible colleagues enjoy:
- Full medical, dental, and vision benefits
- 401(k) retirement savings plan with company match
- Employee Stock Purchase Plan
- Fully-paid term life insurance
- Short-term and long-term disability benefits
- Wellbeing programs and wellness resources
- Education assistance and free development courses
- Colleague discount program and special offers from partner organizations
- Paid Time Off (PTO) or vacation pay
- Paid holidays throughout the calendar year
Work-Life Balance
As a fully remote position, you'll enjoy the flexibility to work from home while maintaining a structured schedule. We believe in supporting your wellbeing and understanding that life happens—we offer sick time and other time off consistent with applicable laws and company policies.
Inclusive Culture
arenaflex is committed to diversity, equity, and inclusion. We believe that diverse perspectives make us stronger and enable us to better serve our members. We are proud to be an equal opportunity employer and welcome applicants from all backgrounds.
Ready to Make a Difference?
If you're ready to be part of a team that truly cares about making a positive impact on people's lives, we invite you to apply for this exciting opportunity. As an EAP Worklife Customer Support Associate at arenaflex, you will be more than a customer service representative—you will be a lifeline for individuals and families navigating challenging times.
Your heart for helping others is exactly what we're looking for. Join us, and let's transform health care together—one compassionate interaction at a time.
We encourage qualified applicants to apply. arenaflex is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. We provide equal access to the benefits and privileges of employment and will work with you to ensure you have the support you need to succeed in this role.