**Experienced Worklife Customer Support Associate - Employee Assistance Program**

At blithequark, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels, and more than 300,000 purpose-driven colleagues – caring for people where, when, and how they choose in a way that is uniquely more connected, more convenient, and more compassionate. And we do it all with heart, each and every day. **Join Our Team** We are seeking high-performing individuals to join our team as Worklife Customer Support Associates - Employee Assistance Program. This team will support members as their front-door to Mental Health Wellbeing, delivering an integrated experience across the breadth of RFL, Behavioral Health, and Medical products to ensure every member and their families get the right support for their unique mental wellbeing needs. **Position Overview** * Schedule: Sunday - Thursday 3:00pm-11:30pm EST. Schedules may be adjusted based on business need. * Fully remote role. * Call center is a 24/7 operation. * Holiday work is expected. **Key Responsibilities** * Support the provision and use of employee assistance, employer benefits, and behavioral health benefits. * Coordinate employee assistance, behavioral health benefits, and employer resources. * Review member's needs and communicate information regarding relevant services and resources. * Administer policies and procedures for the Employee Assistance Program Worklife area to support organizational objectives. * Execute both routine and non-routine business support tasks for the Care Partner Program under limited supervision. * Follow area protocols, standards, and policies to provide effective and timely support. * Answer calls, understand call purpose, complete research to identify potential providers and resources, and enter member information into the appropriate system to initiate the case. * Respond to member inquiries about services, requests, and resources for life skills. * Maintain accurate and complete internal documentation of required information that meets risk management and regulatory requirements. * Take direction to execute techniques, processes, and responsibilities. **Member Support** * Determine purpose of call by actively listening and interacting with callers, triage call in a professional and timely manner. * Assess client’s needs; research and articulately communicate information regarding pertinent EAP/Worklife services and resources. * Use screening tools to identify where urgent clinical intervention is needed, and transfer calls appropriately, including members in crisis and at risk. * Perform appropriate research in internal databases and online to identify potential providers and resources. * Enter member information into the appropriate EAP system to initiate the case and document comments and information thoroughly and professionally. * Communicate effectively with all internal stakeholders. * Utilize relevant Aetna databases to research and identify validated, appropriate member resources. * In the appropriate EAP system, maintain an inventory of materials. * 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 assessment 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. **Workspace Requirements** * Must have a separate workspace, free from distraction, in a room with a door that closes, to maintain member privacy. * Sitting in front of the computer with double monitors and a headset on. * 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. * 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. **Required Qualifications** * 1+ years of customer service experience in a call center environment. * 1+ years 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+ years of Behavioral Health specific experience. * Bachelor's degree or equivalent experience. **Education** * High school diploma or GED. **Anticipated Weekly Hours** 40 **Time Type** Full time **Pay Range** The typical pay range for this role is: $18.50 - $42.35 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 blithequark bonus, commission, or short-term incentive program in addition to the base pay range listed above. **Our People Fuel Our Future** Our teams reflect the customers, patients, members, and communities we serve, and we are committed to fostering a workplace where every colleague feels valued and that they belong. **Great Benefits for Great People** We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional, and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include: * Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan. * No-cost programs for all 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 paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access, and many other benefits depending on eligibility. For more information, visit https://jobs.blithequark.com/us/en/benefits **Apply Now** We anticipate the application window for this opening will close on: 06/30/2025 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws. 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