Remote EAP Worklife Customer Support Associate – Mental Health & Employee Assistance (Sun‑Thu 1:30 pm‑10:00 pm EST)

About arenaflex – A Purpose‑Driven Leader in Health & Well‑Being

At arenaflex, we believe that health is more than a set of clinical outcomes – it’s a holistic experience that touches every moment of a person’s life. Our purpose, “Bringing our heart to every moment of your health,” drives a culture where empathy, innovation, and accessibility intersect. As a pioneer in integrated health solutions, arenaflex delivers a blend of medical, behavioral, and employee assistance services that empower individuals, families, and communities to thrive.

Our Heart At Work Behaviors™ reinforce this purpose, ensuring every colleague feels valued, empowered, and equipped to make a meaningful impact. Whether you’re supporting a member in crisis, guiding a teammate through a resource request, or shaping the future of mental‑wellness delivery, you’ll be part of a mission‑focused team that puts people first.

Position Overview – Remote EAP Worklife Customer Support Associate

This fully remote, full‑time role (Sun‑Thu 1:30 pm‑10:00 pm EST) serves as the front‑door for members seeking mental‑health and employee assistance resources. You will be the trusted voice that listens, triages, and connects callers to the right support, ensuring a seamless, compassionate experience across our suite of Worklife, Employee Assistance Program (EAP), and behavioral‑health offerings.

Key aspects of the role include:

• Providing empathetic, solution‑focused support to members and internal teammates.
• Operating within a 24/7 call‑center environment, with occasional holiday coverage.
• Maintaining strict confidentiality and compliance with regulatory standards.
• Leveraging arenaflex’s internal databases and knowledge bases to locate resources quickly.

Core Responsibilities

Member Interaction & Support

• Active Listening & Triage: Determine the purpose of each call, assess urgency, and route inquiries to the appropriate service line.
• Resource Identification: Research and communicate relevant EAP/Worklife services, including counseling, childcare, eldercare, and other life‑skill resources.
• Crisis Management: Recognize high‑risk situations, follow established protocols, and initiate immediate action to safeguard member well‑being.
• Case Documentation: Accurately enter member details into the arenaflex EAP system, documenting interactions, outcomes, and follow‑up steps.
• Outbound Outreach: Proactively call members when needed to confirm resource availability, schedule appointments, or provide additional assistance.

Team Member Support & Collaboration

• Receive transferred calls from counselors, delivering rapid assistance and ensuring continuity of care.
• Schedule counseling appointments, coordinate with providers, and confirm logistics with members.
• Assist teammates with administrative tasks such as printing, collating, and mailing resource guides, provider profiles, and other materials.
• Maintain an up‑to‑date inventory of printed and digital resources within the EAP system.
• Communicate effectively with internal stakeholders—including case managers, clinical teams, and operations—to streamline service delivery.

Compliance, Quality, and Continuous Improvement

• Uphold arenaflex’s privacy policies, safeguarding all member information in accordance with HIPAA and internal standards.
• Ensure all documentation meets risk‑management and regulatory requirements, completing required fields and audit trails.
• Provide “single‑point‑of‑contact” resolution for inquiries via phone, email, or chat, minimizing escalations.
• Utilize structured pre‑screening assessments to identify triggers for urgent care, social‑determinant needs, and additional resource referrals.
• Continuously seek feedback, suggest process enhancements, and participate in training to improve service quality.

Required Qualifications

• Minimum 1 year of customer service or call‑center experience, demonstrating strong communication and problem‑solving skills.
• At least 1 year of experience in a social, psychological, or human‑service field, providing direct client support.
• Proficiency with basic computer applications (Microsoft Office Suite, Teams, Outlook, etc.).
• High school diploma or GED equivalent; additional certifications in counseling, social work, or related fields are a plus.

Preferred Qualifications

• Experience (≥ 1 year) in behavioral health, mental‑health triage, or employee assistance programs.
• Familiarity with EAP platforms, case‑management software, or health‑information systems.
• Demonstrated ability to handle high‑stress situations with composure and empathy.

Essential Skills & Competencies

• Empathy & Active Listening: Ability to understand member concerns, reflect back key points, and build trust quickly.
• Critical Thinking: Quickly assess call purpose, identify red‑flags, and determine the most appropriate next steps.
• Communication: Clear, concise verbal and written communication tailored to diverse audiences.
• Organizational Skills: Manage multiple cases simultaneously while maintaining accurate records.
• Technology Savvy: Comfortable navigating multiple databases, CRM tools, and virtual communication platforms.
• Team Orientation: Collaborative mindset, willing to support colleagues and share knowledge.
• Compliance Awareness: Understanding of privacy regulations and commitment to ethical standards.

Career Growth & Development Opportunities

arenaflex invests heavily in the professional growth of its employees. As a Customer Support Associate, you will have access to:

• Structured onboarding and ongoing mentorship from senior EAP specialists.
• Free development courses covering mental‑health fundamentals, advanced counseling techniques, and leadership skills.
• Opportunities to transition into roles such as Case Manager, Behavioral Health Coordinator, or Operations Analyst.
• Eligibility for internal mobility programs that allow you to explore other arenaflex business units, including telehealth, benefits administration, and product development.
• Regular performance feedback, career‑path planning, and tuition assistance for relevant certifications.

Compensation, Perks & Benefits

arenaflex offers a competitive hourly wage ranging from $18.50 – $31.72, commensurate with experience, education, and geographic location. In addition to base pay, eligible employees may receive:

• Performance‑based bonuses and short‑term incentive programs.
• Comprehensive medical, dental, and vision coverage.
• Retirement savings options, including a 401(k) plan with company match.
• Employee Stock Purchase Plan (ESPP) for eligible participants.
• Fully‑paid term life insurance, short‑term and long‑term disability coverage.
• Generous paid time off (PTO), paid holidays, and sick leave in line with state regulations.
• Well‑being programs such as mental‑health resources, fitness subsidies, and employee assistance services.
• Education assistance, tuition reimbursement, and access to a library of free development courses.
• Discounts on arenaflex products and services, as well as partner‑program savings.

Work Environment & Culture at arenaflex

Our remote workforce is built on trust, flexibility, and a shared commitment to our purpose. You will enjoy:

• A fully remote setup with the freedom to work from any U.S. location.
• Flexible scheduling within the designated shift, with occasional holiday coverage as needed.
• A supportive, inclusive culture that celebrates diversity and encourages authentic self‑expression.
• Regular virtual team huddles, wellness check‑ins, and opportunities to connect with colleagues across the organization.
• Access to mental‑health resources for yourself, reinforcing the belief that caring for our employees is essential to caring for our members.

Application Process & Next Steps

If you are passionate about making a tangible difference in people’s mental‑wellness journeys, thrive in a fast‑paced, empathetic environment, and meet the qualifications outlined above, we invite you to apply today. Join arenaflex and become part of a purpose‑driven team that puts heart into every interaction.

Ready to start your next career chapter? Click the link below to submit your application and begin the journey with arenaflex.

Apply Job!