**Experienced Worklife Customer Support Associate - Employee Assistance Program (Monday-Friday 10:00pm-6:30pm EST)**

Are you passionate about delivering exceptional customer experiences and making a meaningful impact on people's lives? Do you thrive in a fast-paced, dynamic environment where no two calls are ever the same? If so, we invite you to join arenaflex's Care Partner/Employee Assistance Program (EAP) team as a Worklife Customer Support Associate. In this role, you will play a vital part in supporting members as their front-door to Mental Health Wellbeing, providing elite, integrated experiences across the breadth of arenaflex's RFL, Behavioral Health, and Medical products.

• *About arenaflex**

arenaflex is a leading healthcare company that shares a single, clear purpose: Bringing our heart to every moment of your health. Our purpose guides our commitment to deliver enhanced human-centric healthcare for a rapidly changing world. Anchored in our brand – with heart at its center – our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors support this purpose, empowering everyone who works at arenaflex to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make healthcare more personal, convenient, and affordable.

• *Role Overview**

As a Worklife Customer Support Associate, you will be responsible for handling inbound calls from members and customer leadership in a high-volume, fast-paced call center environment. You will execute routine and non-routine business support tasks, including administrative support, follow-up calls, and other duties as assigned for the Care Partner Program. You will follow area protocols, standards, and policies to provide effective and timely support, maintaining accurate and complete internal documentation of required information in each relevant system.

• *Key Responsibilities**

• Handle inbound calls from members and customer leadership in a high-volume, fast-paced call center environment
• Execute routine and non-routine business support tasks, including administrative support, follow-up calls, and other duties as assigned for the Care Partner Program
• Follow area protocols, standards, and policies to provide effective and timely support
• Maintain accurate and complete internal documentation of required information in each relevant system
• Compliance with Policies and Regulatory Standards
• Takes direction to execute techniques, processes, and responsibilities
• Adheres to performance metrics including quality, call handling time, and customer satisfaction expectations
• Multitasking, often while speaking with our members
• Typing/documenting
• Utilizing intranet and other tools to assist with call handling, often in the moment
• Utilizing chats/IM during or in between calls for support
• Reading emails to stay up-to-date on important plan sponsor information, process changes, department information

• *Member Support**

• Protects the confidentiality of member information and adheres to enterprise policies
• Determines purpose of call by actively listening and interacting with callers, triages call in a professional and timely manner taking full ownership of each member interaction
• Provides an elite quality, customized experience based on customer preference and individualized needs
• Assesses for social determinants/needs; researches and articulately communicates information regarding pertinent services and resources
• Uses screening tools to identify where urgent clinical intervention is needed, and transfers calls appropriately, including members in crisis and at risk
• Address inquires and resolve issues as a "single-point-of contact" based on phone calls, digital and written correspondence
• Resolves complex issues with & without management intervention
• Communicates effectively with all internal stakeholders

• *Required Qualifications**

• 1 year of customer service and call center experience
• 1 year Experience in a social, psychological or human service field providing client support
• Basic computer knowledge (Microsoft Office Suite, Word, Excel, Teams, etc.)

• *Workspace Requirements**

• Must have a separate workspace, free from distraction, in a room with a door that closes, to maintain member privacy
• May not provide dependent care to others during work hours
• Sitting in front of the computer with double monitors and a headset on
• Need to be hardwired and have reliable internet
• Internet speed - Home Internet Download Speed to be a minimum of 400mbps and Upload speed between 10-20mbps
• Broadband or Fiber connection. Using DSL (satellite), Cellular internet (T-Mobile, Verizon, AT&T Fixed Wireless, US Cellular to name a few) use cell towers or a satellite and not a direct cable to provide internet
• Ensure provider sets up a 4 port modem. Employees use the 4th port for work internet

• *Preferred Qualifications**

• 1 year of Behavioral Health experience
• Bachelor degree or equivalent experience
• Call Center experience

• *Education**

• High school diploma or equivalent required

• *Pay Range**

The typical pay range for this role is:

$18.50 - $31.72

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**

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our 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. arenaflex 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. Number of paid holidays, sick time, and other time off are provided consistent with relevant state law and Company policies.

• *How to Apply**

If you are a motivated and compassionate individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application. We anticipate the application window for this opening will close on: 09/11/2024

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws.