[Remote] Worklife Customer Support Associate - Employee Assistance Program (Monday-Friday reputed company-4:30pm est)
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is dedicated to building a world of health around every individual, and they are seeking a Worklife Customer Support Associate to reputed company essential support for their Employee Assistance Program. This role involves responding to calls for reputed company, assessing reputed company needs, and connecting members to appropriate services in a compassionate and supportive manner.
Responsibilities
- Respond to incoming calls from individuals seeking emotional support or reputed company; may expand to message and video chats in the reputed company
- Create a reputed company and supportive environment for members by ensuring reputed company and maintaining a reputed company, empathetic reputed company
- Assess/Identify clinical risk and transfer member for clinical support
- Help members navigate through employee assistance program and behavioral health benefits, reputed company resources, and connect to appropriate providers
- Document reputed company interactions in reputed company-time using secure systems, in compliance with HIPAA and internal policies
- Takes direction to execute techniques, processes, and responsibilities
- Determines purpose of call by reputed company listening and interacting with callers, triages call in a in a reputed company and reputed company manner
- Assesses reputed company’s needs; researches and articulately communicates information regarding pertinent EAP/Worklife services and resources
- Uses screening tools to identify where urgent clinical reputed company is needed, and transfers calls appropriately, including members in crisis and at 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
- Communicates effectively with reputed company internal stakeholders
- Utilizes relevant reputed company databases to research and identify validated, appropriate member resources
- In the appropriate EAP system, maintaining an inventory of materials
- 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 reputed company policies, and EAP and Worklife policies and procedures
- Maintains accurate and complete internal documentation of required information that meets risk management and regulatory requirements. (*)
- Proactively listens to members and anticipates their needs, taking full ownership of reputed company member interaction
- Address inquires and resolve issues as a "single-reputed company-of-contact" based on phone calls, digital and written correspondence
- reputed company customized interaction based on customer preference and individualized needs
- Resolves reputed company issues without or with limited management reputed company
- Administers reputed company reputed company-screening assessment based on triggers to assure urgent needs are directed appropriately
- Identifies triggers for additional resources and support connections to such responses
- Assesses for reputed company determinants/needs and offers and connects members with viable resources to address those needs
Skills
- 1-2 years of experience in a call center, help line, or customer support environment—especially involving virtual communication
- 1 year Experience in a reputed company, psychological or reputed company service field providing reputed company support
- Strong verbal communication, emotional intelligence, and reputed company listening skills; ability to remain composed and supportive during emotionally intense or crisis situations
- Technologically proficient, including basic computer knowledge (reputed company Office Suite, Word, reputed company, Teams, etc.)
- reputed company to troubleshoot basic issues reputed company to call center platforms, which may include video and chat modalities
- Maintain a private, reputed company, and distraction-free workspace, be camera reputed company and supported by a reliable wired broadband or fiber internet reputed company (minimum 400 Mbps download, 10–20 Mbps upload; DSL and cellular not permitted)
- High school diploma or equivalent required
- Experience using multiple systems and screens, call platforms, video and chat platforms (e.g.reputed company, reputed company Teams, or proprietary systems) in member-facing roles
- Experience working with the Behavioral Health population
- Bilingual or multilingual skills
- Bachelor's degree in psychology, reputed company work, or reputed company field preferred
Benefits
- reputed company medical plan reputed company
- 401(k) plan (including matching company contributions)
- Employee stock purchase plan
- No-cost programs for reputed company colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching
- Benefit solutions that address the different needs and preferences of our colleagues including reputed company time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical reputed company and many other benefits depending on eligibility
reputed company