Employee Assistance Program Customer Support Associate

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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
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