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

Are you passionate about delivering exceptional customer support and making a positive impact on people's lives? Do you have a strong desire to work in a dynamic and supportive environment that prioritizes mental health and wellbeing? If so, we invite you to join arenaflex's team of dedicated professionals as an EAP Worklife Customer Support Associate.

At arenaflex, we're committed to transforming the way we approach healthcare and wellbeing. Our purpose is to bring our heart to every moment of your health, and we're looking for talented individuals who share this vision. As an EAP Worklife Customer Support Associate, you'll play a vital role in supporting members as their front-door to Mental Health Wellbeing services. You'll work collaboratively with our team to deliver an integrated experience across the breadth of RFL, Behavioral Health, and Medical products, ensuring every member and their families receive the right support for their unique mental wellbeing needs.

• *About arenaflex**

arenaflex is a leading healthcare company that's dedicated to delivering enhanced human-centric healthcare for a rapidly changing world. Our brand is built on a foundation of heart, and we're committed to making healthcare more personal, convenient, and affordable. We're proud to be a company that puts our heart into caring for our colleagues and our communities.

• *Job Summary**

As an EAP Worklife Customer Support Associate, you'll be responsible for providing exceptional customer support to members who are seeking mental health and wellbeing services. You'll work in a fully remote environment, with a flexible schedule that includes Sundays through Thursdays from 1:30 pm to 10:00 pm EST. You'll be part of a 24/7 operation, and you'll be expected to work holidays as needed. While schedules may be adjusted based on business needs, we're committed to providing a stable and supportive work environment that allows you to thrive.

• *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 clients' 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, such as finding childcare or eldercare.+ Communicate effectively with all internal stakeholders.+ Utilize relevant Aetna databases to research and identify validated, appropriate member resources.+ Make outbound calls as necessary 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 EAP system.
• Compliance with Policies and Regulatory Standards:
+ Protect the confidentiality of member information and adhere to enterprise policies, 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 interactions based on customer preference and individualized needs.+ Resolve complex issues without or with limited management intervention.+ Administer structured pre-screening assessments 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

• *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 bonus, commission, or short-term incentive program in addition to the base pay range listed above.

In addition to your compensation, you'll enjoy the rewards of an organization that puts its heart into caring for its colleagues and communities. arenaflex 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. arenaflex also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners.

• *Work Environment and Company Culture**

arenaflex is committed to creating a work environment that's supportive, inclusive, and empowering. We believe in the importance of work-life balance and offer flexible scheduling options to ensure that you can thrive in your personal and professional life. Our company culture is built on a foundation of heart, and we're dedicated to making a positive impact on our colleagues and communities.

• *How to Apply**

If you're passionate about delivering exceptional customer support and making a positive impact on people's lives, we invite you to apply for this exciting opportunity. Please visit [arenaflex website] to learn more about our company and to submit your application. We look forward to hearing from you!

• *Equal Employment Opportunity**

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating a work environment that's inclusive and respectful of all individuals, regardless of their background, culture, or identity. If you have a disability and require reasonable accommodation to apply for this position, please contact us at [arenaflex email].