Work life Customer Support Associate – Employee Assistance Program

Position Summary

• Schedule: Monday – Friday 11:00am-7:30pm
• *Schedules may be adjusted based on business need
• Fully remote role. Work anywhere in the U.S.
• Call center is a 24/7 operation.
• Holiday work is expected

What you will do

• Responsible for supporting the provision and use of employee assistance, employer benefits, and behavioral health benefits.
• Coordinates employee assistance, behavioral health benefits and employer resources.. Reviews member’s needs and communicates information regarding relevant services and resources.
• Administers policies and procedures for the Employee Assistance Program Worklife area to support organizational objectives.
• Executes both routine and non-routine business support tasks for the Care Partner Program under limited supervision.
• Follows area protocols, standards, and policies to provide effective and timely support.
• Answers calls, understands call purpose, completes research to identify potential providers and resources, and enters member information into the appropriate system to initiate the case.
• Responds to member inquiries about services, requests, and resources for life skills.
• Maintains accurate and complete internal documentation of required information that meets risk management and regulatory requirements.
• Takes direction to execute techniques, processes, and responsibilities.

Member Support

• Determines purpose of call by actively listening and interacting with callers, triages call in a in a professional and timely manner.
• Assesses client’s needs; researches and articulately communicates information regarding pertinent EAP/Worklife services and resources.
• Uses screening tools to identify where urgent clinical intervention 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 all internal stakeholders.
• Utilizes relevant Aetna 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 enterprise 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 each member interaction.
• Address inquires 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.
• Resolves complex issues without or with limited management intervention.
• Administers structured pre-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 social determinants/needs and offers and connects members with viable resources to address those needs.

Required Qualifications

• 1 year of customer service and call center experience
• 1 year Experience in a social, psychological or human service field providing client support.
• Basic computer knowledge (Microsoft Office Suite, Word, Excel, Teams, etc.)

Workspace Requirements

• Position is fully remote/WAH
• 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

Preferred Qualifications

• 1 year of Behavioral Health experience
• Bachelor degree or equivalent experience

Education

• High school diploma or equivalent required.