Experienced Customer Support Associate for Employee Assistance Program - Worklife at blithequark

Transforming Mental Health Wellbeing Support with blithequark

At blithequark, our purpose is clear: we're dedicated to delivering enhanced human-centric health care in a rapidly changing world. Our brand is anchored in 'heart,' ensuring that how we deliver our services is just as important as what we deliver. We're seeking high-performing individuals to join our team as Customer Support Associates for our Employee Assistance Program (EAP) - Worklife, serving as the front-door to Mental Health Wellbeing for our members.

About the Role

This fully remote role operates on a Monday to Friday schedule from 9:30 am to 6:00 pm EST, with potential adjustments based on business needs. As a Customer Support Associate at blithequark, you will be responsible for supporting the provision and use of employee assistance, employer benefits, and behavioral health benefits. You'll coordinate resources, review member needs, and communicate relevant services and information to ensure every member and their family receive the right support for their unique mental wellbeing needs.

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, reviewing member needs and communicating relevant services and information.
• Administer policies and procedures for the EAP Worklife area to support organizational objectives.
• Execute 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.
• Respond to member inquiries about services, requests, and resources for life skills.
• Maintain accurate and complete internal documentation that meets risk management and regulatory requirements.

Member Support

• Determine the purpose of calls by actively listening and interacting with callers, triaging calls in a professional and timely manner.
• Assess client needs, research, and communicate information regarding pertinent EAP/Worklife services and resources.
• Use screening tools to identify where urgent clinical intervention is needed and transfer calls appropriately.
• Perform research in internal databases and online to identify potential providers and resources.
• Enter member information into the EAP system, documenting comments and information thoroughly and professionally.
• Communicate effectively with all internal stakeholders.

Compliance with Policies and Regulatory Standards

• Protect the confidentiality of member information and adhere to enterprise policies and EAP/Worklife procedures.
• Maintain accurate and complete internal documentation that meets risk management and regulatory requirements.
• Proactively listen to members, anticipate their needs, and take full ownership of each interaction.
• Address inquiries and resolve issues as a "single-point-of-contact" based on phone calls, digital, and written correspondence.
• Provide customized interactions based on customer preference and individualized needs.

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, including Microsoft Office Suite (Word, Excel, Teams, etc.).
• High school diploma or equivalent required.

Preferred Qualifications

• 1 year of Behavioral Health experience.
• Bachelor's degree or equivalent experience.

Workspace Requirements

This is a fully remote role requiring a dedicated workspace free from distractions, with a door that closes to maintain member privacy. Technical requirements include:

• A reliable computer with double monitors and a headset.
• High-speed internet connection (minimum download speed of 400mbps and upload speed between 10-20mbps) via Broadband or Fiber.
• A 4-port modem setup by the internet provider, with the 4th port dedicated to work internet.

What We Offer

At blithequark, we offer a comprehensive compensation package, including a competitive hourly rate between $18.50 and $35.29, along with eligibility for bonus, commission, or short-term incentive programs. Our benefits include a full range of medical, dental, and vision benefits, a 401(k) retirement savings plan, Employee Stock Purchase Plan, term life insurance, and short-term and long-term disability benefits. We also provide numerous well-being programs, education assistance, free development courses, a store discount, and various discount programs with participating partners. Enjoy Paid Time Off (PTO), vacation pay, and paid holidays throughout the calendar year.

Career Growth and Development

Joining blithequark means becoming part of an organization that is committed to your growth and development. With a culture that puts heart into caring for our colleagues and communities, you'll have opportunities to advance your career, develop new skills, and make a meaningful impact on the lives of our members.

Why Join blithequark?

At blithequark, we're not just looking for employees; we're looking for individuals who share our purpose and are passionate about transforming mental health wellbeing support. If you're a dedicated professional with a heart for delivering exceptional customer service and supporting those in need, we invite you to join our team. Apply now to become a Customer Support Associate for our Employee Assistance Program - Worklife and be part of a dynamic organization that is making a difference in healthcare.

Don't miss this opportunity to bring your heart to work and make a meaningful impact. Apply today!