Are you a customer service professional with a passion for helping others? Do you have a strong background in social, psychological, or human service fields? If so, we invite you to join arenaflex as an Experienced Customer Service Representative - Employee Assistance Program. In this role, you will be part of a dynamic team that provides support and resources to employees in need, making a meaningful impact on their lives.
**About arenaflex**
arenaflex is a leading organization that prioritizes the well-being and success of its employees. Our mission is to deliver enhanced human-centric health care for a rapidly changing world. We believe that every moment of your health matters, and we strive to bring our heart to every interaction with our customers. Our Heart At Work Behaviors support this purpose, empowering our employees to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions.
**Position Summary**
As an Experienced Customer Service Representative - Employee Assistance Program, you will be responsible for supporting the provision and use of the Employee Assistance Program (EAP). This role requires a strong and diverse skillset, including excellent communication and interpersonal skills, the ability to work in a fast-paced environment, and a passion for helping others.
**Key Responsibilities**
* Determines purpose of call by actively listening and interacting with callers, triages call in a professional and timely manner
* Takes inbound calls and/or chats from members, connecting them with additional and appropriate benefits/external resources
* Supports members with troubleshooting and deescalating where needed, embodying CVS Core values in each interaction
* Assesses client's needs, researches, and articulately communicates information regarding pertinent EAP services and resources
* Recognizes crisis situations and evaluates for needed action to minimize 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
* Receives calls transferred from counselors and provides immediate member assistance
* Schedules appointments for members with counselors
* Assists 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, etc.
* Utilizes relevant Aetna databases to research and identify validated, appropriate member resources
* 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 enterprise policies, and EAP policies and procedures
* Maintains accurate and complete internal documentation of required information that meets risk management and regulatory requirements
**Essential Qualifications**
* 1+ years' experience in a call center environment
* Experienced in a social, psychological, or human service field providing client support
* Technical Requirement for personal residential internet service:
+ Select an internet service that is either broadband or fiber (e.g., Verizon Fios, Comcast)
+ Select a minimum of 25mbps/3mbps
+ Consider the internet usage of others in the household during your scheduled working hours
**Preferred Qualifications**
* Mental health or Human services background preferred
* 1-3 years of healthcare experience preferred
**Education**
* High School Diploma
**Pay Range**
The typical pay range for this role is:
$17.00 - $28.46
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 CVS Health bonus, commission, or short-term incentive program in addition to the base pay range listed above.
**Benefits**
In addition to your compensation, enjoy the rewards of an organization that puts its heart into caring for its colleagues and communities. arenaflex offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company's 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long-term disability benefits. arenaflex also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year.
**Career Growth Opportunities and Learning Benefits**
arenaflex is committed to the growth and development of its employees. As a Customer Service Representative - Employee Assistance Program, you will have opportunities to learn and grow in a dynamic and supportive environment. Our training programs and development courses will help you build your skills and advance your career.
**Work Environment and Company Culture**
arenaflex is a hybrid work model, combining remote work with time in our Remote office. Our company culture is built on our Heart At Work Behaviors, which support our purpose of delivering enhanced human-centric health care for a rapidly changing world. We believe in empowering our employees to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions.
**How to Apply**
If you are a customer service professional with a passion for helping others, we invite you to apply for this exciting opportunity. Click the link below to submit your application.
**Application Window**
The application window for this opening will close on: 12/09/2024
**Equal Employment Opportunity**
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws.