We are looking for high-performing individuals to join our Care Partner/Employee Assistance Program (EAP) team! This team supports members as their front-door to Mental Health Wellbeing and will be responsible for supporting the provision and use of employee assistance benefits, employer benefits, and behavioral health benefits. Our goal is to deliver an elite, integrated experience across the breadth of RFL, Behavioral Health and Medical products to ensure every member and their families get the right support for their unique mental wellbeing needs.

Role Overview

• Schedule: Monday-Friday 8:00am-4:30pm EST 
• *Schedules may be adjusted based on business need
• Fully remote role and is able to work anywhere in the U.S.
• Call center is a 24/7 operation.
• Some Holiday work is required

What you will do

• Handling inbound calls from members and customer leadership in a high volume, fast paced call center environment.
• Executes both routine and non-routine business support tasks including administrative support, follow-up calls, and other duties as assigned for the Care Partner Program.
• Follows area protocols, standards, and policies to provide effective and timely support.
• Maintains accurate and complete internal documentation of required information in each relevant system.
• Compliance with Policies and Regulatory Standards.
• Takes direction to execute techniques, processes, and responsibilities.
• Adheres to performance metrics including quality, call handling time and customer satisfaction expectations.
• Multitasking, often while speaking with our members 
• Typing/documenting 
• Utilizing intranet and other tools to assist with call handling, often in the moment 
• Utilizing chats/IM during or in between calls for support
• Reading emails to stay up-to-date on important plan sponsor information, process changes, department information

Member Support

• Protects the confidentiality of member information and adheres to enterprise policies.
• Determines purpose of call by actively listening and interacting with callers, triages call in a professional and timely manner taking full ownership of each member interaction.
• Provides an elite quality, customized experience based on customer preference and individualized needs.
• Assesses for social determinants/needs; researches and articulately communicates information regarding pertinent services and resources.
• Uses screening tools to identify where urgent clinical intervention is needed, and transfers calls appropriately, including members in crisis and at risk.
• Address inquires and resolve issues as a "single-point-of contact" based on phone calls, digital and written correspondence.
• Resolves complex issues with & without management intervention.
• Communicates effectively with all internal stakeholders.

Required Qualifications  

• 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.)

Workspace Requirements

• Must have a separate workspace, free from distraction, in a room with a door that closes, to maintain member privacy.
• May not provide dependent care to others during work hours.
• Sitting in front of the computer with double monitors and a headset on.
• Need to be hardwired and have reliable internet.
• Internet speed -  Home Internet Download Speed to be a minimum of 400mbps and Upload speed between 10-20mbps. 
• Broadband or Fiber connection.  Using DSL (satellite), Cellular internet (T-Mobile, Verizon, AT&T Fixed Wireless, US Cellular to name a few) use cell towers or a satellite and not a direct cable to provide internet. 
• Ensure provider sets up a 4 port modem. Employees use the 4th port for work internet.

Preferred Qualifications  

• 1 year of Behavioral Health experience
• Bachelor degree or equivalent experience
• Call Center experience

Education  

• High school diploma or equivalent required.