Experienced Worklife Customer Support Associate for Employee Assistance Program - Delivering Elite Member Experiences through Compassionate Support and Care

Introduction to blithequark

At blithequark, we are driven by a singular purpose: to bring heart to every moment of health. This guiding principle underscores our commitment to delivering human-centric healthcare solutions that are tailored to the needs of a rapidly changing world. Our brand, with heart at its core, sends a powerful message that the manner in which we deliver our services is just as crucial as the services themselves. We believe in empowering every individual who works at blithequark, recognizing the vital role each person plays in transforming our culture and driving innovation to make healthcare more personal, convenient, and affordable.

Our Heart At Work Behaviors

Our Heart At Work Behaviors are the foundation upon which our purpose is built. These behaviors are designed to inspire and guide every action, decision, and interaction within our organization. By embracing these behaviors, we foster an environment where everyone feels valued, empowered, and motivated to contribute their best. At blithequark, we are dedicated to creating a workplace culture that is inclusive, supportive, and conducive to growth and development.

Position Summary

We are seeking high-performing, compassionate, and dedicated individuals to join our Care Partner/Employee Assistance Program (EAP) team. As a critical part of this team, you will play a pivotal role in supporting members as their first point of contact for mental health wellbeing. Your primary responsibility will be to provide elite, integrated support across the spectrum of our products and services, ensuring that every member and their family receives the right support tailored to their unique mental wellbeing needs.

Role Overview

This is a fully remote, full-time position that offers the flexibility to work from anywhere in the U.S. The schedule for this role is Monday through Friday, 10:00 pm to 6:30 pm EST, although schedules may be adjusted based on business needs. Please note that some holiday work is required, and our call center operates 24/7. As a Worklife Customer Support Associate, you will be handling inbound calls from members and customer leadership in a fast-paced, high-volume call center environment.

Key Responsibilities

• Handling inbound calls with professionalism and empathy, providing timely and effective support to members and customer leadership.
• Executing routine and non-routine business support tasks, including administrative support, follow-up calls, and other duties as assigned for the Care Partner Program.
• Following established protocols, standards, and policies to ensure effective and timely support, maintaining accurate and complete internal documentation.
• Complying with all policies and regulatory standards, adhering to performance metrics including quality, call handling time, and customer satisfaction expectations.
• Multitasking, often while speaking with members, including typing, documenting, utilizing intranet and other tools, and engaging in chats/IM for support.
• Reading and staying up-to-date on important plan sponsor information, process changes, and department information via emails and other communication channels.

Member Support

As a Worklife Customer Support Associate, you will be the frontline support for our members, protecting the confidentiality of member information and adhering to enterprise policies. Your role involves determining the purpose of each call through active listening and interaction, triaging calls in a professional and timely manner, and providing an elite quality, customized experience based on customer preference and individualized needs.

Key Aspects of Member Support

• Assessing for social determinants/needs and researching and articulately communicating information regarding pertinent services and resources.
• Using screening tools to identify where urgent clinical intervention is needed and transferring calls appropriately, including members in crisis and at risk.
• Addressing inquiries and resolving issues as a "single-point-of-contact" based on phone calls, digital, and written correspondence.
• Resolving complex issues with and without management intervention, communicating effectively with all internal stakeholders.

Required Qualifications

To be considered for this role, you must have:

• At least 1 year of customer service and call center experience, demonstrating your ability to work in a fast-paced environment and provide excellent customer support.
• 1 year of experience in a social, psychological, or human service field providing client support, showcasing your understanding of the importance of compassionate and personalized care.
• Basic computer knowledge, including proficiency in Microsoft Office Suite, Word, Excel, Teams, etc., to efficiently manage documentation and communication.

Workspace Requirements

To ensure the privacy and confidentiality of our members, you must have:

• A separate, dedicated workspace free from distractions, in a room with a door that closes.
• The ability to work without providing dependent care to others during work hours.
• A reliable computer setup with double monitors and a headset, and the capability to be hardwired with a broadband or fiber connection.
• Internet speeds that meet our minimum requirements: a download speed of at least 400mbps and an upload speed between 10-20mbps.
• A 4-port modem setup by your internet service provider, with the 4th port dedicated to work internet.

Preferred Qualifications

While not required, the following qualifications are highly desirable:

• 1 year of Behavioral Health experience, demonstrating a deeper understanding of mental health support and services.
• A Bachelor's degree or equivalent experience, showing a commitment to education and personal development.
• Call Center experience, highlighting your ability to work effectively in a call center environment.

Education

A high school diploma or equivalent is required for this position.

Compensation and Benefits

The typical pay range for this role is $18.50 - $31.72 per hour, depending on experience, education, geography, and other relevant factors. This position is also eligible for a blithequark bonus, commission, or short-term incentive program. Beyond your compensation, you will enjoy a comprehensive range of benefits, including medical, dental, and vision coverage, a 401(k) retirement savings plan, an Employee Stock Purchase Plan, fully-paid term life insurance, short-term and long-term disability benefits, numerous well-being programs, education assistance, free development courses, a store discount, and discount programs with participating partners. Additionally, you will have access to Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year.

Career Growth and Development

At blithequark, we are committed to the growth and development of our employees. We offer a variety of training programs, workshops, and educational opportunities to help you enhance your skills and advance in your career. Our goal is to provide a supportive and inclusive environment where you can thrive, both personally and professionally.

Work Environment and Culture

Our work environment is built on the principles of respect, empathy, and compassion. We believe in fostering a culture that values diversity, equity, and inclusion, where every employee feels welcome, valued, and empowered to contribute their unique perspectives and ideas. At blithequark, we are dedicated to creating a workplace that is collaborative, supportive, and conducive to growth and development.

Conclusion

If you are a compassionate, dedicated, and customer-focused individual looking for a challenging and rewarding role, we encourage you to apply for the Worklife Customer Support Associate position at blithequark. This is an exceptional opportunity to join a team that is passionate about delivering elite support and care to our members. By applying, you will become part of an organization that truly puts its heart into caring for its colleagues and communities. We look forward to welcoming you to our team and working together to make a positive impact on the lives of our members.