Employee Assistance Program Customer Support Associate

Job Description: • Determine the purpose of call by actively listening and interacting with callers; triage call in a professional and timely manner • Assess client needs; research and articulately communicate information regarding pertinent EAP/Worklife services and resources • Use screening tools to identify where urgent clinical intervention is needed, and transfer calls appropriately, including for members in crisis and at risk • Perform appropriate research in internal databases and online, in order to identify potential providers and resources • Enter member information into the appropriate EAP system, in order to initiate the case; document comments and information thoroughly and professionally • Communicate effectively with all internal stakeholders • Utilize relevant Aetna databases to research and identify validated, appropriate member resources • In the appropriate EAP system, maintain an inventory of materials • Provide miscellaneous support functions, including administrative support, follow-up calls, and other duties as assigned • Maintain compliance with policies and regulatory standards • Protect the confidentiality of member information and adhere to enterprise policies, as well as EAP and Worklife policies and procedures • Maintain accurate and complete internal documentation of required information that meets risk management and regulatory requirements • Proactively listen to members and anticipates their needs, taking full ownership of each member interaction • Address inquiries 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 • Resolve complex issues without or with limited management intervention • Administer structured pre-screening assessment based on triggers, in order to assure urgent needs are directed appropriately • Identify triggers for additional resources and support connections to such responses • Assess for social determinants/needs & offers, and connect members with viable resources to address those needs. Requirements: • 1 year of experience in a medical or healthcare-related call center environment • 1 year of experience in a social, psychological, or human service field providing client support • Basic proficiency with Microsoft Office Suite (i.e. Word, Excel, Teams, etc.) • Ability to work Monday-Friday from 8:00am-4:30pm Eastern Standard Time • Preferred Qualifications: 1 year of experience in behavioral health • Bachelor’s degree or higher • Strong empathy and communication skills • Excellent organization and time management • Detail-oriented nature • Ability to receive and apply constructive criticism, in an effort to maintain continuous performance improvement • Strong collaboration skills. Benefits: • Affordable medical plan options • 401(k) plan (including matching company contributions) • Employee stock purchase plan • No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs • Confidential counseling and financial coaching • Paid time off • Flexible work schedules • Family leave • Dependent care resources • Colleague assistance programs • Tuition assistance • Retiree medical access Apply Now Apply Now