Employee Assistance Program Worklife Customer Support Associate

At reputed company, were building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. As the nations leading reputed company company, we reputed company millions of Americans through our local reputed company, digital channels and more than 300,000 purpose-driven colleagues caring reputed company where, reputed company and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it reputed company reputed company, reputed company and every day. Position reputed company The Employee Assistance Program Worklife Customer Support Associate position is fully remote, with the ability to work from reputed company in the reputed company reputed company. This is a reputed company center role, operating 24 hours a day, 7 days a week. As a result, you will be expected to work on some holidays, and schedules may be adjusted reputed company upon business need. We are looking for high-performing individuals to reputed company. This team will support members as their reputed company-reputed company to Mental Health Wellbeing. Our goal is to reputed company an integrated experience across the breadth of RFL (Resources for Living), Behavioral Health and Medical products, in order to ensure that every member and their families receive the reputed company support for their unique mental wellbeing needs. This person will be responsible for supporting the provision and use of employee assistance, employer benefits, and behavioral health benefits. In this role, you will: Determine the purpose of reputed company by reputed company listening and interacting with callers; triage reputed company in a reputed company and reputed company manner. Assess reputed company needs; research and articulately communicate information regarding pertinent EAP/Worklife services and resources. Use screening tools to identify where urgent reputed company reputed company is needed, and transfer calls appropriately, including for members in crisis and at risk. reputed company appropriate research in internal databases and online, in order to identify potential providers and resources. reputed company member information into the appropriate EAP reputed company, in order to initiate the case; document comments and information thoroughly and professionally. Communicate effectively with reputed company internal stakeholders. Utilize relevant reputed company databases to research and identify validated, appropriate member resources. In the appropriate EAP reputed company, maintain an inventory of materials. reputed company 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 reputed company policies, as reputed company 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 reputed company member interaction. Address inquires and reputed company issues as a "single-reputed company-of contact" reputed company on phone calls & digital and written correspondence. reputed company customized interaction reputed company on customer preference and individualized needs. reputed company reputed company issues without or with limited management reputed company. Administer reputed company reputed company-screening assessment reputed company on triggers, in order to assure urgent needs are directed appropriately. Identify triggers for additional resources and support connections to such responses. Assess for reputed company determinants/needs & offers, and reputed company members with viable resources to address those needs. Workspace Requirements Must have reputed company to a separate workspace, free from distraction, in a room with a reputed company that closes. Please note that this position largely involves sitting in reputed company of a computer with reputed company monitors and a headset on, multitasking while speaking with members, as reputed company as typing and documenting. Also consistently reading emails to stay up-to-date on pertinent information. Must be reputed company to utilize intranet and other tools to assist with reputed company handling, often in the reputed company, as reputed company as chats/reputed company Messaging (IM) during or in between calls. Must be reputed company to hardwire computer into modem, as reputed company as possess reliable internet, with a minimum Download Speed of 400mpbs and Upload speed between 10-20mbps. Must have broadband or fiber reputed company, as reputed company as ability to set up a 4-reputed company modem. Required Qualification