**Join arenaflex in Transforming Healthcare with Compassion and Expertise**
At arenaflex, we're dedicated to delivering exceptional healthcare services that prioritize the well-being of our patients and communities. As a Customer Service Representative - Employee Assistance Program (EAP) Support Specialist, you'll play a vital role in supporting the provision and use of our EAP, providing empathetic and professional assistance to members in need. If you're passionate about making a difference in people's lives and possess excellent communication skills, we encourage you to apply for this rewarding opportunity.
**About arenaflex**
arenaflex is a leading healthcare organization committed to revolutionizing the way we deliver care. Our purpose is to bring our heart to every moment of your health, ensuring that every interaction is personalized, convenient, and affordable. At arenaflex, we're driven by our Heart At Work Behaviors, which empower our employees to transform our culture and accelerate innovation.
**Position Overview**
As a Customer Service Representative - EAP Support Specialist, you'll work a unique schedule, Monday, Wednesday-Friday 12:30PM-9:00PM EST, and Saturday 7:30AM-4:00PM EST. You'll be part of a 24-hour call center operation, providing support to members during these hours. Holidays will be treated as normal working business days, unless you've been approved for time off.
**Key Responsibilities**
* Determine the purpose of each call by actively listening and interacting with callers, triaging calls in a professional and timely manner.
* Take inbound calls and chats from members, connecting them with additional and appropriate benefits or external resources.
* Support members with troubleshooting and deescalating situations, embodying CVS Core values in each interaction.
* Assess client needs, researching and articulately communicating information regarding pertinent EAP 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 the case 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 related to various life skills, such as finding childcare or eldercare.
* Utilize relevant Aetna databases to research and identify validated, appropriate member resources.
* Provide miscellaneous support functions, including administrative support, follow-up calls, and other duties as assigned.
**Essential Qualifications**
* 1+ years' experience in a call center environment
* Experience in a social, psychological, or human service field providing client support
* Technical requirement for personal residential internet service (broadband or fiber, minimum 25mbps/3mbps, hardwired connection)
**Preferred Qualifications**
* Mental health or human services background
* 1-3 years of healthcare experience
* High School Diploma
**Skills and Competencies**
* Excellent communication and interpersonal skills
* Ability to work in a fast-paced environment and prioritize tasks effectively
* Strong problem-solving and critical thinking skills
* Ability to maintain confidentiality and adhere to enterprise policies and EAP procedures
* Proficiency in using relevant databases and software systems
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to supporting your growth and development. As an EAP Support Specialist, you'll have opportunities to:
* Develop your skills and expertise in a dynamic and supportive environment
* Collaborate with a talented team of professionals who share your passion for making a difference
* Access training and development programs to enhance your knowledge and skills
* Participate in our recognition programs, which celebrate your achievements and contributions
**Work Environment and Company Culture**
arenaflex is a values-driven organization that prioritizes the well-being of our employees and communities. Our work environment is:
* Collaborative and inclusive, with a focus on teamwork and open communication
* Committed to diversity, equity, and inclusion, with a goal of creating a workplace that reflects the communities we serve
* Focused on innovation and continuous improvement, with opportunities for growth and development
* Dedicated to making a positive impact on the lives of our patients and communities
**Compensation, Perks, and Benefits**
As an EAP Support Specialist, you'll enjoy a competitive salary range of $17.00 - $28.46, depending on your experience and qualifications. You'll also be eligible for a CVS Health bonus, commission, or short-term incentive program. arenaflex offers a comprehensive benefits package, including:
* Medical, dental, and vision benefits
* 401(k) retirement savings plan
* Employee Stock Purchase Plan
* Fully-paid term life insurance plan
* Short-term and long-term disability benefits
* Paid Time Off (PTO) or vacation pay
* Paid holidays throughout the calendar year
* Well-being programs, education assistance, and free development courses
**Conclusion**
If you're passionate about making a difference in people's lives and possess excellent communication skills, we encourage you to apply for this rewarding opportunity. Join arenaflex in transforming healthcare with compassion and expertise. Apply now to become an EAP Support Specialist and be part of a dynamic team that's dedicated to delivering exceptional healthcare services.
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