Experienced Customer Support Associate - Employee Assistance Program (EAP) & Worklife Services - Fully Remote Opportunity

Transforming Mental Health Wellbeing Support with blithequark

At blithequark, our mission is to bring our heart to every moment of your health, revolutionizing the way we deliver human-centric health care in a rapidly changing world. Our purpose is rooted in a personal message that emphasizes the importance of how we deliver our services, not just what we deliver. We're committed to creating an integrated experience that supports the unique mental wellbeing needs of our members and their families.

About the Role: Worklife Customer Support Associate - Employee Assistance Program (EAP)

We're seeking high-performing individuals to join our team as Worklife Customer Support Associates, serving as the front-door to Mental Health Wellbeing support for our members. This fully remote role offers the flexibility to work from anywhere in the U.S., with a schedule of Monday to Friday, 11:00 am - 7:30 pm EST (schedules may be adjusted based on business needs).

Key Responsibilities:

• Support the provision and use of employee assistance, employer benefits, and behavioral health benefits, ensuring seamless coordination across various products and services.
• Review member needs and communicate relevant services and resources, providing personalized support and guidance.
• Administer policies and procedures for the Employee Assistance Program (EAP) Worklife area, driving organizational objectives and delivering exceptional member experiences.
• Execute routine and non-routine business support tasks for the Care Partner Program under limited supervision, adhering to area protocols, standards, and policies.
• Respond to member inquiries, requests, and concerns in a professional, timely, and empathetic manner, utilizing internal databases and online resources to identify potential providers and resources.
• Maintain accurate and complete internal documentation, ensuring compliance with risk management and regulatory requirements.
• Provide customized interactions based on customer preferences and individualized needs, resolving complex issues with minimal management intervention.
• Utilize screening tools to identify urgent clinical needs, transferring calls to appropriate resources, including crisis and at-risk members.
• Assess social determinants and offer viable resources to address member needs, connecting them with relevant support services.

Essential Qualifications:

• 1 year of customer service and call center experience, with a proven track record of delivering exceptional support and resolving complex issues.
• 1 year of experience in a social, psychological, or human service field, providing client support and demonstrating empathy and understanding.
• Basic computer knowledge, including proficiency in Microsoft Office Suite (Word, Excel, Teams, etc.) and ability to adapt to new systems and technologies.
• Fully remote workspace with a dedicated, distraction-free area, reliable internet (minimum 400mbps download speed and 10-20mbps upload speed), and a 4-port modem setup.

Preferred Qualifications:

• 1 year of Behavioral Health experience, with a deep understanding of mental health wellbeing and related services.
• Bachelor's degree or equivalent experience, demonstrating a strong foundation in a relevant field.

What We Offer:

At blithequark, we're committed to caring for our colleagues and communities. Our comprehensive benefits package includes:

• Competitive compensation, with a pay range of $18.50 - $35.29 per hour, depending on experience and geography.
• CVS Health bonus, commission, or short-term incentive programs, providing opportunities for growth and recognition.
• Full range of medical, dental, and vision benefits, ensuring your overall wellbeing.
• 401(k) retirement savings plan and Employee Stock Purchase Plan, supporting your long-term financial goals.
• Fully-paid term life insurance, short-term and long-term disability benefits, and numerous well-being programs.
• Education assistance, free development courses, and a CVS store discount, empowering your personal and professional growth.
• Paid Time Off (PTO) and vacation pay, as well as paid holidays throughout the calendar year, allowing you to recharge and relax.

Why Join blithequark?

Our employees are the heartbeat of our organization, driving our mission to transform mental health wellbeing support. We're a team of self-disciplined, hardworking, curious, trustworthy, humble, and truthful individuals who make choices that benefit the team. By joining blithequark, you'll become part of a dynamic, collaborative environment that fosters growth, innovation, and recognition.

If you're passionate about delivering exceptional customer support, have a strong background in social or human services, and are committed to making a difference in the lives of our members, we encourage you to apply for this exciting opportunity. Don't miss your chance to be part of a team that's transforming the way we approach mental health wellbeing support.

Apply now and join our mission to bring heart to every moment of health!