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 invite you to join our team as a Worklife Customer Support Associate, where you will play a vital role in transforming our culture and accelerating our ability to innovate and deliver personalized, convenient, and affordable healthcare solutions.
About the Role
We are seeking high-performing individuals to join our Care Partner/Employee Assistance Program (EAP) team, which serves as the front door to mental health wellbeing for our members. As a Worklife Customer Support Associate, you will be responsible for supporting the provision and use of employee assistance benefits, employer benefits, and behavioral health benefits. Your goal will be to deliver an elite, integrated experience across the breadth of our products, ensuring that every member and their families receive the right support for their unique mental wellbeing needs.
Role Overview
- Schedule: Monday-Friday 10:00pm-6:30pm EST, with potential adjustments based on business needs
- Fully remote role, allowing you to work from anywhere in the U.S.
- Our call center operates 24/7, and some holiday work is required
Key Responsibilities
In this role, you will be handling inbound calls from members and customer leadership in a high-volume, fast-paced call center environment. Your responsibilities will include:
- Executing routine and non-routine business support tasks, such as administrative support, follow-up calls, and other duties as assigned for the Care Partner Program
- Following area protocols, standards, and policies to provide effective and timely support
- Maintaining accurate and complete internal documentation of required information in each relevant system
- Complying with policies and regulatory standards
- Taking direction to execute techniques, processes, and responsibilities
- Adhering to performance metrics, including quality, call handling time, and customer satisfaction expectations
- Multitasking, often while speaking with members, and utilizing intranet and other tools to assist with call handling
- Utilizing chats/IM during or in between calls for support, and reading emails to stay up-to-date on important plan sponsor information, process changes, and department information
Member Support
As a Worklife Customer Support Associate, you will be responsible for protecting the confidentiality of member information and adhering to enterprise policies. Your responsibilities will include:
- Determining the purpose of calls by actively listening and interacting with callers, and triaging calls in a professional and timely manner
- Providing an elite quality, customized experience based on customer preference and individualized needs
- Assessing for social determinants/needs, 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, and communicating effectively with all internal stakeholders
Qualifications
To be successful in this role, you will need:
Essential Qualifications
- 1 year of customer service and call center experience
- 1 year of experience in a social, psychological, or human service field providing client support
- Basic computer knowledge, including Microsoft Office Suite, Word, Excel, Teams, etc.
Preferred Qualifications
- 1 year of Behavioral Health experience
- Bachelor's degree or equivalent experience
- Call Center experience
Education
A high school diploma or equivalent is required.
Workspace Requirements
To perform this role, you will need:
- A separate workspace, free from distraction, in a room with a door that closes, to maintain member privacy
- To be hardwired and have reliable internet, with a minimum download speed of 400mbps and upload speed between 10-20mbps
- A broadband or fiber connection, with a 4-port modem (employees use the 4th port for work internet)
Career Growth and Development
At blithequark, we are committed to supporting the growth and development of our employees. As a Worklife Customer Support Associate, you will have access to a range of training and development opportunities, including free development courses and education assistance. You will also be part of a dynamic team that is passionate about delivering exceptional customer experiences and making a positive impact on the lives of our members.
Work Environment and Company Culture
Our company culture is built on a foundation of heart, compassion, and empathy. We believe in creating a work environment that is supportive, inclusive, and empowering, where every employee feels valued and respected. As a Worklife Customer Support Associate, you will be part of a team that is dedicated to making a difference in the lives of our members and their families.
Compensation and Benefits
The typical pay range for this role is $18.50 - $31.72 per hour. In addition to your compensation, you will be eligible for a range of benefits, including medical, dental, and vision benefits, a 401(k) retirement savings plan, and an Employee Stock Purchase Plan. You will also have access to numerous well-being programs, education assistance, and discount programs with participating partners.
Conclusion
If you are a compassionate and empathetic individual who is passionate about delivering exceptional customer experiences, we invite you to join our team as a Worklife Customer Support Associate. This is a unique opportunity to make a positive impact on the lives of our members and their families, while also growing and developing your skills and career. Apply now to join our team and be part of a company that is dedicated to bringing heart to every moment of health.
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