EAP Customer Support Associate

Job Description: • Executes both routine and non-routine business support tasks for the Care Partner Program under limited supervision • Follows area protocols, standards, and policies to provide effective and timely support • Answers calls, understands call purpose, completes research to identify potential providers and resources, and enters member information into the appropriate system to initiate the case • Responds to member inquiries about services, requests, and resources for life skills • Maintains accurate and complete internal documentation of required information that meets risk management and regulatory requirements • Takes direction to execute techniques, processes, and responsibilities • Determines purpose of call by actively listening and interacting with callers, triages call in a professional and timely manner • Uses screening tools to identify where urgent clinical intervention is needed, and transfers calls appropriately, including members in crisis and at risk • Performs appropriate research in internal databases and online to identify potential providers and resources • Enters member information into the appropriate EAP system to initiate the case and documents comments and information thoroughly and professionally • Communicates effectively with all internal stakeholders • Utilizes relevant Aetna databases to research and identify validated, appropriate member resources • Provides miscellaneous support functions including administrative support, follow-up calls, and other duties as assigned Requirements: • 1 year of customer service and call center experience • 1 year Experience in a social, psychological or human service field providing client support • Basic computer knowledge (Microsoft Office Suite, Word, Excel, Teams, etc.) • Must have a separate workspace, free from distraction, in a room with a door that closes, to maintain member privacy • Internet speed - Home Internet Download Speed to be a minimum of 400mbps and Upload speed between 10-20mbps 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 tot his job Apply To this Job