Experienced EAP Worklife Customer Support Associate – Evening Shift Remote Position (Sunday-Thursday 1:30pm-10:00pm EST)
---
Join Our Heart-Centered Team at arenaflex
Bring your heart to arenaflex. Every one of us at arenaflex shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand—with heart at its center—our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
Our Heart At Work Behaviors support this purpose. We want everyone who works at arenaflex to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient, and affordable.
Position Summary
We are seeking a dedicated and compassionate EAP Worklife Customer Support Associate to join our growing team. This is a fully remote role, allowing you to work anywhere in the United States from the comfort of your own home. The position operates on a Sunday through Thursday shift from 1:30pm to 10:00pm EST, with the understanding that our call center is a 24/7 operation and holiday work is expected. Schedules may be adjusted based on business need.
This is an incredible opportunity for high-performing individuals who are passionate about supporting others through their mental health and wellbeing journey. You will serve as the front-door to Mental Health Wellbeing for our members, delivering an integrated experience across the breadth of arenaflex, Behavioral Health, and Medical products to ensure every member and their families receive the right support for their unique mental wellbeing needs.
What You'll Do
As an EAP Worklife Customer Support Associate, you will be responsible for supporting the provision and use of Worklife, employee assistance, and management consultant resources. Your role is vital in connecting members with the services they need to thrive both personally and professionally.
Member Support
Determine the purpose of each call by actively listening and interacting with callers, triaging calls in a professional and timely manner
Assess client needs; research and articulately communicate information regarding pertinent EAP/Worklife services and resources
Recognize crisis situations and evaluate for needed action to minimize risk to members
Perform appropriate research in internal databases and online to identify potential providers and resources
Enter member information into the appropriate EAP system to initiate cases and document comments and information thoroughly and professionally
Receive calls transferred from counselors and provide immediate member assistance
Schedule appointments for members with counselors
Assist team members with necessary activities to effectively respond to member inquiries about and requests for services and resources related to various life skills such as finding childcare, finding eldercare, and more
Communicate effectively with all internal stakeholders
Utilize relevant arenaflex databases to research and identify validated, appropriate member resources
Make outbound calls as appropriate to identify and assist with securing member resources and/or services
Assist team members with printing and fulfillment needs related to relevant materials, including provider profiles, letters, selection of appropriate guidebooks, collating materials for mailing, and documenting fulfillment completion
Maintain an inventory of materials in the appropriate EAP system
Provide miscellaneous support functions including administrative support, follow-up calls, and other duties as assigned
Compliance with Policies and Regulatory Standards
Protect the confidentiality of member information and adhere to enterprise policies, and 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 anticipate their needs, taking full ownership of each member interaction
Address inquiries and resolve issues as a "single-point-of-contact" based on phone calls, digital, and written correspondence
Provide customized interaction based on customer preference and individualized needs
Resolve complex issues without or with limited management intervention
Administer structured pre-screening assessments based on triggers to assure urgent needs are directed appropriately
Identify triggers for additional resources and support connections to such responses
Assess for social determinants/needs and offer and connect members with viable resources to address those needs
Required Qualifications
To be successful in this role, you must meet the following requirements:
1+ year of customer service and call center experience – You must have demonstrated experience handling high-volume calls and providing exceptional customer service in a fast-paced environment
1+ year of Experience in a social, psychological, or human service field providing client support – This includes experience in areas such as social work, counseling, psychology, human services, or related fields where you have directly supported clients or individuals in need
Basic computer knowledge – Proficiency in Microsoft Office Suite (Word, Excel, Teams, etc.) is essential for this role
High School Diploma or equivalent GED – This is the minimum educational requirement for this position
Preferred Qualifications
While not required, the following qualifications will help you stand out:
1+ year of Behavioral Health experience – Previous experience working in behavioral health, mental health services, or related fields is highly preferred
Experience with crisis intervention and de-escalation techniques
Knowledge of employee assistance programs (EAP) and worklife services
Familiarity with electronic health records and case management systems
Experience in a healthcare or insurance call center environment
Essential Skills and Competencies
To thrive in this role, you should possess the following skills and competencies:
Excellent Communication Skills – You must be able to communicate clearly, professionally, and empathetically with members from diverse backgrounds
Active Listening – The ability to truly hear and understand what members are expressing is crucial for providing appropriate support
Critical Thinking and Problem-Solving – You will need to assess complex situations and find effective solutions quickly
Empathy and Compassion – A genuine desire to help others and sensitivity to their challenges is essential
Time Management – Ability to handle multiple calls and tasks efficiently while maintaining quality
Technical Proficiency – Comfortable learning new software systems and navigating multiple databases
Adaptability – Willingness to adapt to changing processes and procedures
Attention to Detail – Thorough documentation and accurate data entry are critical
Conflict Resolution – Ability to de-escalate tense situations and resolve member concerns
Career Growth Opportunities
At arenaflex, we believe in investing in our people and supporting their professional development. As a member of our team, you will have access to:
Comprehensive Training Program – Receive thorough onboarding and ongoing training to help you succeed in your role
Career Advancement Paths – opportunities to grow into supervisory, training, or specialized roles within the organization
Professional Development – Access to free development courses and educational assistance programs
Mentorship – Work alongside experienced professionals who can guide your career growth
Cross-Functional Exposure – Gain experience across different departments and service lines
We are committed to helping our team members develop new skills and advance their careers. Many of our leaders started in entry-level positions and grew with the company!
Work Environment and Culture
Join a team that truly cares about making a difference in people's lives. At arenaflex, we foster a supportive, inclusive, and collaborative work environment where every voice matters. Our culture is built on our Heart At Work behaviors:
Tireless Improvement – We constantly seek better ways to serve our members
Empathy – We put ourselves in our members' shoes
One Team – We work together across boundaries to achieve common goals
Responsibility – We take ownership of our actions and outcomes
Integrity – We do the right thing, even when it's not easy
As a fully remote position, you will enjoy the flexibility of working from home while staying connected with your team through virtual meetings, collaboration tools, and ongoing communication. We provide the technology and support you need to be successful in your home office environment.
Compensation and Benefits
We value our team members and offer a competitive compensation package that includes:
Base Pay Range: $18.50 - $31.72 per hour (depending on experience, education, and geography)
Bonus Program: Eligible for arenaflex bonus, commission, or short-term incentive programs in addition to base pay
Comprehensive Health Benefits: Full range of medical, dental, and vision benefits
Retirement Savings: Eligible to enroll in the Company's 401(k) retirement savings plan
Stock Purchase Plan: Employee Stock Purchase Plan available for eligible employees
Life Insurance: Fully-paid term life insurance plan for eligible employees
Disability Benefits: Short-term and long-term disability benefits
Wellbeing Programs: Numerous well-being programs to support your physical, emotional, and financial health
Education Assistance: Free development courses and education assistance programs
Store Discounts: arenaflex store discount and discount programs with participating partners
Paid Time Off: Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year
Sick Time: Paid sick time consistent with relevant state laws and company policies
For more detailed information on available benefits, please visit jobs.arenaflex.com/benefits
Vaccination Requirements
arenaflex requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated.
You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment.
Equal Opportunity Employer
arenaflex is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. As such, we strive to provide equal access to the benefits and privileges of employment, including the provision of a reasonable accommodation to perform essential job functions.
arenaflex can provide a request for a reasonable accommodation, including a qualified interpreter, written information in other formats, translation, or other services through [email protected]. If you have a speech or hearing disability, please call 7-1-1 to utilize Telecommunications Relay Services (TRS). We will make every effort to respond to your request within 48 business hours and do everything we can to work towards a solution.
Ready to Make a Difference?
If you are passionate about helping others, thrive in a fast-paced environment, and want to be part of a team that truly makes a difference in people's lives, we encourage you to apply for this position. Join arenaflex and become part of a team that is transforming health care for the better.
Bring your heart to work every day and help us deliver the care, compassion, and support that our members deserve. We can't wait to welcome you to the arenaflex family!
Apply now and start your journey with arenaflex today!
Join Our Heart-Centered Team at arenaflex
Bring your heart to arenaflex. Every one of us at arenaflex shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand—with heart at its center—our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
Our Heart At Work Behaviors support this purpose. We want everyone who works at arenaflex to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient, and affordable.
Position Summary
We are seeking a dedicated and compassionate EAP Worklife Customer Support Associate to join our growing team. This is a fully remote role, allowing you to work anywhere in the United States from the comfort of your own home. The position operates on a Sunday through Thursday shift from 1:30pm to 10:00pm EST, with the understanding that our call center is a 24/7 operation and holiday work is expected. Schedules may be adjusted based on business need.
This is an incredible opportunity for high-performing individuals who are passionate about supporting others through their mental health and wellbeing journey. You will serve as the front-door to Mental Health Wellbeing for our members, delivering an integrated experience across the breadth of arenaflex, Behavioral Health, and Medical products to ensure every member and their families receive the right support for their unique mental wellbeing needs.
What You'll Do
As an EAP Worklife Customer Support Associate, you will be responsible for supporting the provision and use of Worklife, employee assistance, and management consultant resources. Your role is vital in connecting members with the services they need to thrive both personally and professionally.
Member Support
Determine the purpose of each call by actively listening and interacting with callers, triaging calls in a professional and timely manner
Assess client needs; research and articulately communicate information regarding pertinent EAP/Worklife services and resources
Recognize crisis situations and evaluate for needed action to minimize risk to members
Perform appropriate research in internal databases and online to identify potential providers and resources
Enter member information into the appropriate EAP system to initiate cases and document comments and information thoroughly and professionally
Receive calls transferred from counselors and provide immediate member assistance
Schedule appointments for members with counselors
Assist team members with necessary activities to effectively respond to member inquiries about and requests for services and resources related to various life skills such as finding childcare, finding eldercare, and more
Communicate effectively with all internal stakeholders
Utilize relevant arenaflex databases to research and identify validated, appropriate member resources
Make outbound calls as appropriate to identify and assist with securing member resources and/or services
Assist team members with printing and fulfillment needs related to relevant materials, including provider profiles, letters, selection of appropriate guidebooks, collating materials for mailing, and documenting fulfillment completion
Maintain an inventory of materials in the appropriate EAP system
Provide miscellaneous support functions including administrative support, follow-up calls, and other duties as assigned
Compliance with Policies and Regulatory Standards
Protect the confidentiality of member information and adhere to enterprise policies, and 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 anticipate their needs, taking full ownership of each member interaction
Address inquiries and resolve issues as a "single-point-of-contact" based on phone calls, digital, and written correspondence
Provide customized interaction based on customer preference and individualized needs
Resolve complex issues without or with limited management intervention
Administer structured pre-screening assessments based on triggers to assure urgent needs are directed appropriately
Identify triggers for additional resources and support connections to such responses
Assess for social determinants/needs and offer and connect members with viable resources to address those needs
Required Qualifications
To be successful in this role, you must meet the following requirements:
1+ year of customer service and call center experience – You must have demonstrated experience handling high-volume calls and providing exceptional customer service in a fast-paced environment
1+ year of Experience in a social, psychological, or human service field providing client support – This includes experience in areas such as social work, counseling, psychology, human services, or related fields where you have directly supported clients or individuals in need
Basic computer knowledge – Proficiency in Microsoft Office Suite (Word, Excel, Teams, etc.) is essential for this role
High School Diploma or equivalent GED – This is the minimum educational requirement for this position
Preferred Qualifications
While not required, the following qualifications will help you stand out:
1+ year of Behavioral Health experience – Previous experience working in behavioral health, mental health services, or related fields is highly preferred
Experience with crisis intervention and de-escalation techniques
Knowledge of employee assistance programs (EAP) and worklife services
Familiarity with electronic health records and case management systems
Experience in a healthcare or insurance call center environment
Essential Skills and Competencies
To thrive in this role, you should possess the following skills and competencies:
Excellent Communication Skills – You must be able to communicate clearly, professionally, and empathetically with members from diverse backgrounds
Active Listening – The ability to truly hear and understand what members are expressing is crucial for providing appropriate support
Critical Thinking and Problem-Solving – You will need to assess complex situations and find effective solutions quickly
Empathy and Compassion – A genuine desire to help others and sensitivity to their challenges is essential
Time Management – Ability to handle multiple calls and tasks efficiently while maintaining quality
Technical Proficiency – Comfortable learning new software systems and navigating multiple databases
Adaptability – Willingness to adapt to changing processes and procedures
Attention to Detail – Thorough documentation and accurate data entry are critical
Conflict Resolution – Ability to de-escalate tense situations and resolve member concerns
Career Growth Opportunities
At arenaflex, we believe in investing in our people and supporting their professional development. As a member of our team, you will have access to:
Comprehensive Training Program – Receive thorough onboarding and ongoing training to help you succeed in your role
Career Advancement Paths – opportunities to grow into supervisory, training, or specialized roles within the organization
Professional Development – Access to free development courses and educational assistance programs
Mentorship – Work alongside experienced professionals who can guide your career growth
Cross-Functional Exposure – Gain experience across different departments and service lines
We are committed to helping our team members develop new skills and advance their careers. Many of our leaders started in entry-level positions and grew with the company!
Work Environment and Culture
Join a team that truly cares about making a difference in people's lives. At arenaflex, we foster a supportive, inclusive, and collaborative work environment where every voice matters. Our culture is built on our Heart At Work behaviors:
Tireless Improvement – We constantly seek better ways to serve our members
Empathy – We put ourselves in our members' shoes
One Team – We work together across boundaries to achieve common goals
Responsibility – We take ownership of our actions and outcomes
Integrity – We do the right thing, even when it's not easy
As a fully remote position, you will enjoy the flexibility of working from home while staying connected with your team through virtual meetings, collaboration tools, and ongoing communication. We provide the technology and support you need to be successful in your home office environment.
Compensation and Benefits
We value our team members and offer a competitive compensation package that includes:
Base Pay Range: $18.50 - $31.72 per hour (depending on experience, education, and geography)
Bonus Program: Eligible for arenaflex bonus, commission, or short-term incentive programs in addition to base pay
Comprehensive Health Benefits: Full range of medical, dental, and vision benefits
Retirement Savings: Eligible to enroll in the Company's 401(k) retirement savings plan
Stock Purchase Plan: Employee Stock Purchase Plan available for eligible employees
Life Insurance: Fully-paid term life insurance plan for eligible employees
Disability Benefits: Short-term and long-term disability benefits
Wellbeing Programs: Numerous well-being programs to support your physical, emotional, and financial health
Education Assistance: Free development courses and education assistance programs
Store Discounts: arenaflex store discount and discount programs with participating partners
Paid Time Off: Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year
Sick Time: Paid sick time consistent with relevant state laws and company policies
For more detailed information on available benefits, please visit jobs.arenaflex.com/benefits
Vaccination Requirements
arenaflex requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated.
You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment.
Equal Opportunity Employer
arenaflex is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. As such, we strive to provide equal access to the benefits and privileges of employment, including the provision of a reasonable accommodation to perform essential job functions.
arenaflex can provide a request for a reasonable accommodation, including a qualified interpreter, written information in other formats, translation, or other services through [email protected]. If you have a speech or hearing disability, please call 7-1-1 to utilize Telecommunications Relay Services (TRS). We will make every effort to respond to your request within 48 business hours and do everything we can to work towards a solution.
Ready to Make a Difference?
If you are passionate about helping others, thrive in a fast-paced environment, and want to be part of a team that truly makes a difference in people's lives, we encourage you to apply for this position. Join arenaflex and become part of a team that is transforming health care for the better.
Bring your heart to work every day and help us deliver the care, compassion, and support that our members deserve. We can't wait to welcome you to the arenaflex family!
Apply now and start your journey with arenaflex today!