Experienced EAP Worklife Customer Support Associate – Evening Shift Remote Position (Sunday-Thursday 1:30pm-10:00pm EST)

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Join Our Heart-Centered Team at arenaflex

Bring your heart to arenaflex. Every one of us at arenaflex shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care 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. We want 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 health care more personal, convenient, and affordable.

Position Summary

We are seeking a dedicated and compassionate EAP Worklife Customer Support Associate to join our growing team. This is a fully remote role, allowing you to work anywhere in the United States from the comfort of your own home. The position operates on a Sunday through Thursday shift from 1:30pm to 10:00pm EST, with the understanding that our call center is a 24/7 operation and holiday work is expected. Schedules may be adjusted based on business need.

This is an incredible opportunity for high-performing individuals who are passionate about supporting others through their mental health and wellbeing journey. You will serve as the front-door to Mental Health Wellbeing for our members, delivering an integrated experience across the breadth of arenaflex, Behavioral Health, and Medical products to ensure every member and their families receive the right support for their unique mental wellbeing needs.

What You'll Do

As an EAP Worklife Customer Support Associate, you will be responsible for supporting the provision and use of Worklife, employee assistance, and management consultant resources. Your role is vital in connecting members with the services they need to thrive both personally and professionally.

Member Support

• Determine the purpose of each call by actively listening and interacting with callers, triaging calls in a professional and timely manner


• Assess client needs; research and articulately communicate information regarding pertinent EAP/Worklife services and resources


• Recognize crisis situations and evaluate for needed action to minimize risk to members


• Perform appropriate research in internal databases and online to identify potential providers and resources


• Enter member information into the appropriate EAP system to initiate cases and document comments and information thoroughly and professionally


• 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, finding eldercare, and more


• Communicate effectively with all internal stakeholders


• Utilize relevant arenaflex databases to research and identify validated, appropriate member resources


• Make outbound calls as appropriate 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, and documenting fulfillment completion


• Maintain an inventory of materials in the appropriate EAP system


• Provide miscellaneous support functions including administrative support, follow-up calls, and other duties as assigned

Compliance with Policies and Regulatory Standards

• Protect the confidentiality of member information and adhere to enterprise policies, and 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 interaction 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

Required Qualifications

To be successful in this role, you must meet the following requirements:

• 1+ year of customer service and call center experience – You must have demonstrated experience handling high-volume calls and providing exceptional customer service in a fast-paced environment


• 1+ year of Experience in a social, psychological, or human service field providing client support – This includes experience in areas such as social work, counseling, psychology, human services, or related fields where you have directly supported clients or individuals in need


• Basic computer knowledge – Proficiency in Microsoft Office Suite (Word, Excel, Teams, etc.) is essential for this role


• High School Diploma or equivalent GED – This is the minimum educational requirement for this position

Preferred Qualifications

While not required, the following qualifications will help you stand out:

• 1+ year of Behavioral Health experience – Previous experience working in behavioral health, mental health services, or related fields is highly preferred


• Experience with crisis intervention and de-escalation techniques


• Knowledge of employee assistance programs (EAP) and worklife services


• Familiarity with electronic health records and case management systems


• Experience in a healthcare or insurance call center environment

Essential Skills and Competencies

To thrive in this role, you should possess the following skills and competencies:

• Excellent Communication Skills – You must be able to communicate clearly, professionally, and empathetically with members from diverse backgrounds


• Active Listening – The ability to truly hear and understand what members are expressing is crucial for providing appropriate support


• Critical Thinking and Problem-Solving – You will need to assess complex situations and find effective solutions quickly


• Empathy and Compassion – A genuine desire to help others and sensitivity to their challenges is essential


• Time Management – Ability to handle multiple calls and tasks efficiently while maintaining quality


• Technical Proficiency – Comfortable learning new software systems and navigating multiple databases


• Adaptability – Willingness to adapt to changing processes and procedures


• Attention to Detail – Thorough documentation and accurate data entry are critical


• Conflict Resolution – Ability to de-escalate tense situations and resolve member concerns

Career Growth Opportunities

At arenaflex, we believe in investing in our people and supporting their professional development. As a member of our team, you will have access to:

• Comprehensive Training Program – Receive thorough onboarding and ongoing training to help you succeed in your role


• Career Advancement Paths – opportunities to grow into supervisory, training, or specialized roles within the organization


• Professional Development – Access to free development courses and educational assistance programs


• Mentorship – Work alongside experienced professionals who can guide your career growth


• Cross-Functional Exposure – Gain experience across different departments and service lines

We are committed to helping our team members develop new skills and advance their careers. Many of our leaders started in entry-level positions and grew with the company!

Work Environment and Culture

Join a team that truly cares about making a difference in people's lives. At arenaflex, we foster a supportive, inclusive, and collaborative work environment where every voice matters. Our culture is built on our Heart At Work behaviors:

• Tireless Improvement – We constantly seek better ways to serve our members


• Empathy – We put ourselves in our members' shoes


• One Team – We work together across boundaries to achieve common goals


• Responsibility – We take ownership of our actions and outcomes


• Integrity – We do the right thing, even when it's not easy

As a fully remote position, you will enjoy the flexibility of working from home while staying connected with your team through virtual meetings, collaboration tools, and ongoing communication. We provide the technology and support you need to be successful in your home office environment.

Compensation and Benefits

We value our team members and offer a competitive compensation package that includes:

• Base Pay Range: $18.50 - $31.72 per hour (depending on experience, education, and geography)


• Bonus Program: Eligible for arenaflex bonus, commission, or short-term incentive programs in addition to base pay


• Comprehensive Health Benefits: Full range of medical, dental, and vision benefits


• Retirement Savings: Eligible to enroll in the Company's 401(k) retirement savings plan


• Stock Purchase Plan: Employee Stock Purchase Plan available for eligible employees


• Life Insurance: Fully-paid term life insurance plan for eligible employees


• Disability Benefits: Short-term and long-term disability benefits


• Wellbeing Programs: Numerous well-being programs to support your physical, emotional, and financial health


• Education Assistance: Free development courses and education assistance programs


• Store Discounts: arenaflex store discount and discount programs with participating partners


• Paid Time Off: Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year


• Sick Time: Paid sick time consistent with relevant state laws and company policies

For more detailed information on available benefits, please visit jobs.arenaflex.com/benefits

Vaccination Requirements

arenaflex requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated.

You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment.

Equal Opportunity Employer

arenaflex is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. As such, we strive to provide equal access to the benefits and privileges of employment, including the provision of a reasonable accommodation to perform essential job functions.

arenaflex can provide a request for a reasonable accommodation, including a qualified interpreter, written information in other formats, translation, or other services through [email protected]. If you have a speech or hearing disability, please call 7-1-1 to utilize Telecommunications Relay Services (TRS). We will make every effort to respond to your request within 48 business hours and do everything we can to work towards a solution.

Ready to Make a Difference?

If you are passionate about helping others, thrive in a fast-paced environment, and want to be part of a team that truly makes a difference in people's lives, we encourage you to apply for this position. Join arenaflex and become part of a team that is transforming health care for the better.

Bring your heart to work every day and help us deliver the care, compassion, and support that our members deserve. We can't wait to welcome you to the arenaflex family!

Apply now and start your journey with arenaflex today!