Join arenaflex and Make a Meaningful Difference in People's Lives
Are you passionate about supporting others through their most challenging moments? Do you thrive in a fast-paced, compassionate environment where your dedication truly matters? If so, arenaflex invites you to join our dynamic team as an EAP Worklife Customer Support Associate and become a vital part of transforming how we deliver human-centric health care to individuals and families across the nation.
At arenaflex, we believe that every interaction is an opportunity to touch a life. Our commitment to delivering personalized, convenient, and affordable health care drives everything we do. As a member of our team, you'll not only be supporting our mission but also contributing to a culture that values empathy, innovation, and excellence. If you're looking for more than just a job—if you're seeking a career where your heart truly makes a difference—we encourage you to apply today.
About This Opportunity
This is a fully remote position, giving you the flexibility to work from anywhere in the United States. You'll join our 24/7 call center operation during our evening shift (Sunday through Thursday, 1:30 PM to 10:00 PM EST), with the understanding that holiday work may be required based on business needs. This role serves as the first point of contact for members seeking mental health and wellbeing support, making it a critical function in our commitment to comprehensive, integrated care across our behavioral health and medical products.
As an EAP Worklife Customer Support Associate, you will be the warm, professional voice that greets callers seeking guidance, resources, and support. Your work will directly impact individuals navigating complex life challenges, from stress and anxiety to family concerns and workplace issues. This is not just a customer service role—it's a position where your compassion, active listening skills, and problem-solving abilities can change someone's day, if not their life.
What You'll Do
Member Support and Engagement
- Welcome and connect with members by actively listening to understand the purpose of their call, demonstrating empathy and professionalism in every interaction
- Assess each member's unique needs through thoughtful inquiry and triaging calls efficiently to ensure appropriate routing and timely support
- Research and communicate information about available EAP (Employee Assistance Program) and Worklife services, articulating options clearly and comprehensively
- Recognize crisis situations quickly, evaluating the need for immediate action to minimize risk and ensure member safety
- Conduct thorough research using internal databases and online resources to identify potential providers and relevant community resources
- Accurately enter member information into our EAP case management systems, documenting all interactions thoroughly and professionally
- Handle calls transferred from counselors, providing immediate assistance and resolution to members' concerns
- Schedule appointments between members and licensed counselors, ensuring seamless access to care
- Assist members with inquiries about life skills resources, including childcare, eldercare, financial planning, legal matters, and wellness programs
- Make outbound calls as needed to help members secure resources and services tailored to their specific situations
- Support printing and fulfillment operations, including provider profiles, informational letters, guidebooks, and other materials requested by members
- Maintain inventory of materials within our EAP systems, ensuring availability and accuracy
Compliance and Quality Assurance
- Protect the confidentiality of all member information, strictly adhering to enterprise privacy policies and EAP regulatory standards
- Maintain comprehensive documentation that meets risk management and regulatory compliance requirements
- Proactively anticipate member needs by listening attentively and taking full ownership of each interaction from start to resolution
- Serve as a single-point-of-contact for members, addressing inquiries and resolving complex issues with minimal management intervention
- Administer structured pre-screening assessments based on identified triggers to ensure urgent needs receive immediate, appropriate attention
- Identify opportunities for additional resources and support connections that may benefit members
- Assess for social determinants and unmet needs, actively connecting members with viable community resources to address holistic health concerns
Team Collaboration and Communication
- Communicate effectively with all internal stakeholders, including counselors, supervisors, and cross-functional teams
- Utilize internal databases to research and validate appropriate resources for members
- Provide miscellaneous support functions including administrative assistance, follow-up communications, and other duties as assigned
What We're Looking For
Required Qualifications
- Minimum of one (1) year of customer service and call center experience, demonstrating strong communication and problem-solving skills
- Minimum of one (1) year of experience in a social, psychological, or human service field providing direct client support
- Proficiency in basic computer applications, including Microsoft Office Suite (Word, Excel), Microsoft Teams, and general database navigation
- High school diploma or equivalent GED
- Ability to work the assigned shift (Sunday through Thursday, 1:30 PM to 10:00 PM EST) and be available for holiday coverage as needed
Preferred Qualifications
- Previous experience in Behavioral Health services or related mental health support roles
- Familiarity with Employee Assistance Programs (EAP) and Worklife services
- Crisis intervention training or experience
- Knowledge of community resources and social service networks
- Bilingual capabilities (particularly Spanish) would be a valuable asset
Essential Skills and Competencies
- Empathetic Communication: You must possess exceptional active listening skills and the ability to communicate with compassion, clarity, and professionalism in sensitive situations
- Critical Thinking: Strong analytical abilities to assess member needs, identify appropriate resources, and make sound decisions under pressure
- Crisis Recognition: The ability to quickly identify crisis situations and respond appropriately to minimize risk
- Technical Proficiency: Comfortable navigating multiple databases, case management systems, and digital tools
- Documentation Excellence: Meticulous attention to detail when recording member information and case notes
- Time Management: Ability to efficiently manage call volume while maintaining quality interactions
- Adaptability: Comfortable with evolving priorities and schedules based on business needs
- Confidentiality: Unwavering commitment to protecting member privacy and adhering to compliance standards
Why Join arenaflex?
At arenaflex, we know that our greatest asset is our people. That's why we're committed to providing a comprehensive benefits package that supports your wellbeing, professional growth, and financial security. When you join our team, you'll enjoy:
Competitive Compensation
We offer a competitive hourly pay range of $18.50 to $31.72, with the actual rate determined by experience, education, and geographic factors. This position is also eligible for arenaflex bonus, commission, or short-term incentive programs in addition to the base pay.
Comprehensive Health and Wellness Benefits
- Full medical, dental, and vision coverage for you and your family
- Wellbeing programs designed to support your physical, mental, and emotional health
- Free access to mental health resources and counseling services
- Annual wellness incentives and rewards
Financial Security
- 401(k) retirement savings plan with company match
- Employee Stock Purchase Plan allowing you to invest in arenaflex's future
- Fully-paid term life insurance plan
- Short-term and long-term disability coverage
Work-Life Balance and Paid Time Off
- Generous paid time off (PTO) or vacation pay
- Paid holidays throughout the year
- Sick time and other leave provisions as consistent with state laws and company policies
- Flexible work arrangements including fully remote opportunities
Professional Development
- Free development courses and training opportunities
- Career advancement pathways within the organization
- Access to educational assistance programs
- Mentorship and growth opportunities
Additional Perks
- Exclusive colleague discounts on arenaflex products and services
- Discount programs with participating partners
- Employee assistance programs for personal and professional challenges
- Recognition programs celebrating outstanding performance
Our Culture and Values
arenaflex is more than a health care company—we're a community committed to transforming the way care is delivered. Our Heart At Work Behaviors guide every interaction: we bring heart to every moment of health, we act with courage to innovate and challenge the status quo, we embrace diversity and inclusion, and we work together to deliver solutions that make health care more personal, convenient, and affordable.
We believe in empowering our team members to be their best selves. When you join arenaflex, you become part of a mission-driven organization that truly cares about the wellbeing of its colleagues, members, and communities. Your contributions matter here, and your growth is our priority.
Ready to Make a Difference?
If you're ready to bring your heart to work and support individuals during their most vulnerable moments, we want to hear from you. This is more than a job—it's an opportunity to be part of something meaningful, to grow your career, and to make a lasting impact on the lives of others.
At arenaflex, we welcome diverse perspectives and backgrounds. We are committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. We provide equal access to the benefits and privileges of employment, including reasonable accommodations for qualified individuals.
Apply today and join a team where your compassion, skills, and dedication can truly change lives. We can't wait to welcome you to the arenaflex family.