Experienced EAP Worklife Customer Support Associate – Mental Health Wellbeing & Employee Assistance Program Services (Fully Remote Position with Evening Shift)

About arenaflex

At arenaflex, we believe that true health care goes beyond physical wellness—it encompasses the mind, heart, and spirit of every individual we serve. Our mission is to deliver human-centric health care solutions that address the evolving needs of a rapidly changing world, where mental health and wellbeing are just as important as medical care. As a leader in integrated health services, we are committed to transforming the way people access support, making it more personal, convenient, and affordable for everyone.

Our Heart At Work Behaviors™ define who we are and guide how we interact with colleagues, members, and communities. We empower every team member to play a vital role in accelerating innovation and shaping a culture where compassion meets excellence. If you're passionate about making a meaningful difference in people's lives and want to grow within a forward-thinking organization, arenaflex is the place for you.

Position Overview

We are currently seeking a dedicated and compassionate EAP Worklife Customer Support Associate to join our growing Mental Health Wellbeing team. This is a fully remote position, giving you the flexibility to work from anywhere in the United States. The role requires a Sunday through Thursday shift from 1:30 PM to 10:00 PM EST, supporting our 24/7 call center operations.

As the first point of contact for members seeking mental health and wellbeing resources, you will play a critical role in destigmatizing mental health support and connecting individuals and their families with the right services. Your ability to listen actively, assess needs, and provide empathetic guidance will directly impact someone's journey toward improved wellbeing.

What You'll Do

As a member of our Worklife and Employee Assistance Program (EAP) team, you will be responsible for delivering exceptional support to members seeking mental health and wellbeing assistance. Your daily responsibilities will include:

Member Support & Engagement

• Respond to incoming calls and digital inquiries with empathy and professionalism, actively listening to understand the purpose of each interaction
• Conduct thorough assessments of member needs by asking insightful questions and documenting relevant information accurately
• Research and communicate available EAP/Worklife services, resources, and provider options in a clear and articulate manner
• Identify and respond to crisis situations promptly, implementing appropriate protocols to minimize risk and ensure member safety
• Perform comprehensive research in internal databases and online resources to identify suitable providers and community support services
• Enter member information into our EAP case management system, documenting all interactions thoroughly and professionally
• Serve as a single-point-of-contact for members, resolving complex issues independently or with limited management intervention

Team Collaboration & Coordination

• Receive calls transferred from counseling professionals and provide immediate, actionable assistance to members
• Schedule appointments between members and licensed counselors or behavioral health providers
• Assist team members with inquiries related to life skills resources, including child care, elder care, financial planning, and legal matters
• Collaborate effectively with internal stakeholders across departments to ensure seamless service delivery
• Utilize internal databases to research and identify validated, appropriate resources for members
• Make outbound calls as needed to secure member resources and coordinate service delivery
• Support printing and fulfillment needs, including provider profiles, selection guidebooks, and informational materials for mailing
• Maintain inventory of educational and promotional materials within the EAP system

Compliance & Documentation

• Protect the confidentiality of member information in strict accordance with privacy regulations and enterprise policies
• Maintain accurate and complete documentation that meets risk management and regulatory compliance requirements
• Adhere to all EAP and Worklife policies and procedures, ensuring consistent service quality
• Administer structured pre-screening assessments based on triggers to ensure urgent needs are directed to appropriate professionals
• Identify social determinants and unmet needs, connecting members with viable community resources
• Proactively anticipate member needs and take full ownership of each interaction from start to resolution

What We're Looking For

We seek candidates who are passionate about mental health advocacy and committed to delivering compassionate, member-centered support. The ideal candidate will possess:

Essential Qualifications

• 1+ year of customer service experience in a call center or customer-facing environment
• 1+ year of experience in a social, psychological, or human services field providing direct client support
• Proficiency in basic computer applications, including Microsoft Office Suite (Word, Excel, Teams, Outlook)
• Excellent verbal communication skills with the ability to articulate information clearly and empathetically
• Strong active listening skills and the ability to assess situations quickly and accurately
• Self-motivated with the ability to work independently in a remote environment
• Must be available to work the assigned shift: Sunday through Thursday, 1:30 PM to 10:00 PM EST
• Must be available to work holidays as required by business needs

Preferred Qualifications

• Prior experience in behavioral health, mental health, or employee assistance program settings
• Familiarity with crisis intervention protocols and de-escalation techniques
• Knowledge of community resources and social service networks
• Experience with case management systems and electronic health records
• Bilingual capabilities (Spanish preferred but not required)

Education Requirements

• High School Diploma or equivalent (GED) required
• College degree in psychology, social work, counseling, or related field is a plus but not required

Skills & Competencies for Success

To thrive in this role, you should demonstrate the following key competencies:

• Emotional Intelligence: The ability to empathize with callers, remain calm under pressure, and respond with compassion even in difficult situations
• Critical Thinking: Strong analytical skills to assess member needs, identify appropriate resources, and make sound decisions
• Communication Excellence: Articulate verbal and written communication, with the ability to convey complex information accessibly
• Problem-Solving: A proactive approach to resolving issues independently while knowing when to escalate appropriately
• Tech Savvy: Comfortable navigating multiple databases, case management systems, and digital tools simultaneously
• Adaptability: Flexibility to adjust schedules based on business needs and handle varying call volumes
• Attention to Detail: Meticulous documentation and compliance with regulatory standards
• Team Player: Collaborative mindset with the ability to support colleagues and work seamlessly with internal stakeholders

Career Growth & Development Opportunities

At arenaflex, we invest in your professional growth and development. As part of our team, you'll have access to:

• Comprehensive Training: Extensive onboarding and ongoing training programs to enhance your skills in mental health support, crisis intervention, and member services
• Career Advancement: Clear pathways for growth into supervisory, training, or specialized roles within the EAP and behavioral health continuum
• Continuing Education: Access to free development courses, certification programs, and tuition assistance for eligible employees
• Mentorship: Guidance from experienced professionals in the mental health and wellbeing field
• Industry Exposure: Opportunities to work across integrated health solutions, gaining experience in medical, behavioral, and pharmaceutical services

Join arenaflex and build a rewarding career where your contributions truly matter. We support your journey from day one and provide the tools you need to succeed.

Work Environment & Culture

As a fully remote employee, you'll enjoy the flexibility to work from your home office anywhere in the United States. We provide the technology and resources needed to stay connected with your team and deliver exceptional member support.

At arenaflex, our culture is built on Heart, Innovation, and Inclusion. We believe in:

• Putting People First: Every interaction is an opportunity to make a positive impact
• Empowering Our Teams: We give you the autonomy to own your role while providing support when you need it
• Embracing Diversity: We celebrate differences and foster an inclusive environment where everyone belongs
• Driving Innovation: We constantly seek new ways to improve and transform health care delivery
• Community Connection: Despite being remote, you'll feel connected through regular team meetings, virtual events, and collaborative projects

Our leaders are accessible, supportive, and committed to your wellbeing. We offer wellness programs, employee assistance resources, and recognition programs to keep you motivated and engaged.

Compensation & Benefits

We recognize your value and are committed to providing competitive compensation and comprehensive benefits. The pay range for this position is $18.50 - $31.72 per hour, depending on experience, education, and location. In addition to your base pay, you may be eligible for:

• Annual Bonus Program: Performance-based incentive bonuses
• Comprehensive Health Benefits: Medical, dental, and vision coverage for you and your family
• Retirement Savings Plan: 401(k) with company match to help you save for the future
• Stock Purchase Plan: Opportunity to purchase arenaflex stock at a discount
• Life Insurance: Company-paid term life insurance and disability benefits
• Paid Time Off: Generous PTO, vacation pay, and paid holidays
• Sick Leave: Paid sick time as provided by state law and company policy
• Wellbeing Programs: Access to wellness resources, fitness discounts, and mental health support
• Education Assistance: Tuition reimbursement and free development courses
• Employee Discounts: Discounts on products and services through participating partners
• Flexible Work Environment: Remote work flexibility with the tools you need to succeed

Our benefits package is designed to support your physical, financial, and emotional wellbeing. We want you to thrive both at work and at home.

Join Our Mission

If you're ready to make a meaningful difference in people's lives and be part of a team that truly cares, we invite you to apply for this exciting opportunity. At arenaflex, your heart for helping others will find a home.

We are looking for high-performing individuals who are empathetic, resilient, and committed to delivering exceptional support. If you have a passion for mental health advocacy and want to grow with a leader in integrated health care, apply today!

Ready to take the next step? Click the apply button to submit your application and join the arenaflex family. We can't wait to welcome you to our team!