Experienced Customer Service Representative - Employee Assistance Program (EAP) - Remote Opportunity at arenaflex
**Rewritten Job Description:**
Join arenaflex: Where Compassion Meets Innovation
At arenaflex, we're dedicated to delivering exceptional human-centric healthcare services that transform lives. Our purpose is to bring heart to every moment of your health, and we're looking for passionate individuals to join our team as Customer Service Representatives for our Employee Assistance Program (EAP).
About arenaflex
arenaflex is a leading healthcare organization that's revolutionizing the way we approach healthcare. With a commitment to innovation, compassion, and excellence, we strive to make healthcare more personal, convenient, and affordable. Our Heart At Work Behaviors support this purpose, empowering our employees to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions.
Position Summary
As a Customer Service Representative for our EAP, you'll play a vital role in supporting the provision and use of our Employee Assistance Program. You'll be responsible for determining the purpose of calls, triaging them in a professional and timely manner, and connecting members with additional and appropriate benefits and external resources.
Key Responsibilities
- Determines purpose of call by actively listening and interacting with callers, triages call in a professional and timely manner.
- Taking inbound calls and/or chats from members
- Connect member with additional and appropriate benefits/external resources.
- Supporting members with troubleshooting and deescalating where needed
- Embodying arenaflex Core values in each interaction.
- Assesses client's needs; researches and articulately communicates information regarding pertinent EAP services and resources.
- Recognizes crisis situations and evaluates for needed action to minimize 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.
- Receive calls transferred from counselors and provides immediate member assistance.
- Schedules appointment for members with counselors.
- Assists 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.
- Utilizes relevant Aetna databases to research and identify validated, appropriate member resources.
- 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 policies and procedures.
- Maintains accurate and complete internal documentation of required information that meets risk management and regulatory requirements.
Required Qualifications
- 1+ years' experience in a call center environment
- Experienced in a social, psychological, or human service field providing client support.
- Technical Requirement for personal residential internet service: Select an internet service that is either broadband or fiber (e.g., Verizon Fios, Comcast), with a minimum speed of 25mbps/3mbps.
Preferred Qualifications
- Mental health or Human services background preferred.
- 1-3 years of healthcare experience preferred.
Education
Pay Range
The typical pay range for this role is:
$17.00 - $25.65
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 arenaflex bonus, commission, or short-term incentive program in addition to the base pay range listed above.
Benefits and Perks
At arenaflex, we offer a comprehensive benefits package that includes:
- A full range of medical, dental, and vision benefits.
- Eligibility to enroll in the arenaflex 401(k) retirement savings plan.
- An Employee Stock Purchase Plan for eligible employees.
- A fully-paid term life insurance plan to eligible employees.
- Short-term and long-term disability benefits.
- Numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners.
- Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year.
Career Growth Opportunities and Learning Benefits
At arenaflex, we're committed to helping our employees grow and develop their careers. We offer:
- Opportunities for professional growth and development.
- Training and development programs to enhance your skills and knowledge.
- A supportive and collaborative work environment.
Work Environment and Company Culture
As a remote employee, you'll have the flexibility to work from the comfort of your own home. Our company culture is built on a foundation of compassion, innovation, and excellence. We're passionate about making a difference in the lives of our members and employees alike.
How to Apply
If you're passionate about delivering exceptional customer service and making a difference in the lives of others, we encourage you to apply for this exciting opportunity. Don't worry if you don't meet every single requirement – we value a great attitude and a willingness to learn above all.
Don't Hesitate, Apply!
We can't wait to hear from you!