Experienced Customer Support Associate - Employee Assistance Program (Monday-Friday 10:00pm-6:30pm EST)

Are you passionate about delivering exceptional customer experiences and making a positive impact on people's lives? Do you thrive in a fast-paced, dynamic environment where no two calls are ever the same? If so, we invite you to join our team at blithequark as a Customer Support Associate for our Employee Assistance Program (EAP). At blithequark, we're committed to revolutionizing the way we approach healthcare by putting our heart into every moment of our customers' lives. 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 that make healthcare more personal, convenient, and affordable.

About the Role

As a Customer Support Associate for our EAP team, you'll be the front-door to Mental Health Wellbeing for our members, providing an elite, integrated experience across the breadth of RFL, Behavioral Health, and Medical products. Your goal will be to deliver the right support for each member's unique mental wellbeing needs, ensuring they receive the care and resources they deserve.

Key Responsibilities

* Handle inbound calls from members and customer leadership in a high-volume, fast-paced call center environment

• Execute routine and non-routine business support tasks, including administrative support, follow-up calls, and other duties as assigned for the Care Partner Program
• Follow area protocols, standards, and policies to provide effective and timely support
• Maintain accurate and complete internal documentation of required information in each relevant system
• Adhere to performance metrics, including quality, call handling time, and customer satisfaction expectations
• Multitask while speaking with members, typing/documenting, and utilizing intranet and other tools to assist with call handling
• Utilize chats/IM during or in between calls for support
• Read emails to stay up-to-date on important plan sponsor information, process changes, department information

Member Support

* Protect the confidentiality of member information and adhere to enterprise policies

• Determine the purpose of each call by actively listening and interacting with callers, triage calls in a professional and timely manner, and take full ownership of each member interaction
• Provide an elite quality, customized experience based on customer preference and individualized needs
• Assess for social determinants/needs, research, and articulate information regarding pertinent services and resources
• Use screening tools to identify where urgent clinical intervention is needed and transfer calls appropriately
• Address inquiries and resolve issues as a "single-point-of-contact" based on phone calls, digital, and written correspondence
• Resolve complex issues with and without management intervention
• Communicate effectively with all internal stakeholders

Required 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 (Microsoft Office Suite, Word, Excel, Teams, etc.)

Workspace Requirements

* Must have a separate workspace, free from distraction, in a room with a door that closes, to maintain member privacy

• May not provide dependent care to others during work hours
• Sitting in front of the computer with double monitors and a headset on
• 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's degree or equivalent experience
• Call Center experience

Education

* High school diploma or equivalent required

Pay Range

The typical pay range for this role is: $18.50 - $31.72 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.

Benefits

In addition to your compensation, enjoy the rewards of an organization that puts its heart into caring for its colleagues and communities. blithequark offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the blithequark 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. blithequark provides a fully-paid term life insurance plan to eligible employees, and short-term and long-term disability benefits. blithequark also offers numerous well-being programs, education assistance, free development courses, a blithequark store discount, and discount programs with participating partners. As for time off, blithequark employees enjoy Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year.

Application Window

We anticipate the application window for this opening will close on: 09/11/2024

Equal Employment Opportunity

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws.

Apply Now

Ready to join our team and make a difference in the lives of our members? Apply now to become a Customer Support Associate for our Employee Assistance Program at blithequark. Apply for this job