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

Are you passionate about delivering exceptional customer support and making a meaningful impact on people's lives? Do you have a heart for helping others navigate life's challenges? If so, we invite you to join our team at arenaflex as an EAP Worklife Customer Support Associate. As a key member of our Mental Health Wellbeing Services team, you will play a vital role in providing empathetic and personalized support to individuals and families in need.

• *About arenaflex**

arenaflex is a leading healthcare organization dedicated to transforming the way people experience healthcare. Our purpose is to bring our heart to every moment of your health, delivering enhanced human-centric healthcare for a rapidly changing world. At arenaflex, we believe that every individual deserves access to high-quality, personalized care that addresses their unique needs and circumstances. Our team is passionate about creating a culture of empathy, compassion, and innovation, and we're committed to making a positive impact on the lives of our customers and communities.

• *Job Summary**

As an EAP Worklife Customer Support Associate, you will be responsible for providing exceptional customer support to individuals and families navigating mental health wellbeing challenges. You will work closely with our team to deliver an integrated experience across our breadth of services, including RFL, Behavioral Health, and Medical products. Your primary focus will be on supporting members as their front-door to Mental Health Wellbeing, ensuring they receive the right support for their unique needs.

• *Key Responsibilities**

• Provide empathetic and personalized support to individuals and families navigating mental health wellbeing challenges
• 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 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 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
• Communicate effectively with all internal stakeholders
• Utilize relevant Aetna 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
• Maintain an inventory of materials in the EAP system
• Provide miscellaneous support functions, including administrative support, follow-up calls, and other duties as assigned

• *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

• *Work Environment and Culture**

As an EAP Worklife Customer Support Associate, you will work in a fully remote environment, with the flexibility to work from anywhere in the U.S. Our team is committed to creating a culture of empathy, compassion, and innovation, and we're passionate about delivering exceptional customer support. You will be part of a dynamic and supportive team that is dedicated to making a positive impact on the lives of our customers and communities.

• *Compensation and Benefits**

arenaflex offers a competitive compensation package, including a base hourly rate or base annual full-time salary, as well as opportunities for bonuses, commissions, and short-term incentives. We also offer a comprehensive benefits package, including medical, dental, and vision benefits, as well as a 401(k) retirement savings plan and an Employee Stock Purchase Plan. Additionally, we provide a fully-paid term life insurance plan, short-term and long-term disability benefits, and numerous well-being programs, education assistance, and free development courses.

• *Career Growth Opportunities and Learning Benefits**

At arenaflex, we're committed to helping our team members grow and develop their careers. We offer a range of learning and development opportunities, including training programs, mentorship, and education assistance. Our team is passionate about creating a culture of continuous learning and growth, and we're dedicated to helping our team members achieve their career goals.

• *How to Apply**

If you're passionate about delivering exceptional customer support and making a meaningful impact on people's lives, we invite you to apply for the EAP Worklife Customer Support Associate position at arenaflex. Please visit our website to learn more about our team and our culture, and to submit your application. We look forward to hearing from you!

• *Equal Employment Opportunity**

arenaflex is an equal employment opportunity employer, committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. 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. 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.