Experienced Chat Support Associate – Mental Health Wellbeing Services
At careerzynith, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels, and more than 300,000 purpose-driven colleagues – caring for people where, when, and how they choose in a way that is uniquely more connected, more convenient, and more compassionate. And we do it all with heart, each and every day.
**Job Summary:**
We are seeking high-performing individuals to deliver an enhanced customer service experience, to join our team. This team will support members as their front-door to Mental Health Wellbeing. The Chat Support Associate will be responsible for monitoring and responding to inbound messages and outbound calls to support our provider services. Our goal is to deliver an integrated experience across the breadth of RFL, Behavioral Health, Medical products, and Placement services to ensure every member and their families get the right support for their unique mental wellbeing needs.
**Role Overview:**
* Schedule: Wednesday-Saturday 3:30PM - 2:00AM EST (Schedules may be adjusted based on business need)
* Training Requirements: First six weeks of employment will be training on Monday-Friday 9:00AM-5:30PM EST
* Holiday/PTO Requirements: As a 24-hour chat center operation, we will treat holidays as normal working business days, unless you have been approved for time off.
* Fully remote role and is able to work anywhere in the U.S.
**Key Responsibilities:**
* Promptly responds incoming chats within the standard greeting approved timeframe.
* Determines purpose of incoming chat by focusing on the members written messages and interacting with callers and provides resources through chat and email.
* Assesses client's needs; researches and structures communication by information members regarding pertinent EAP/Worklife services and resources.
* Recognizes crisis situations and evaluates for needed action to minimize risk.
* Performs appropriate research in internal databases and online to identify potential providers and resources.
* Enters member information into the appropriate EAP system to initiate the case and documents comments and information thoroughly and professionally.
* Maintains accurate and complete internal documentation of required information that meets risk management and regulatory requirements.
* Agent will triage calls in a professional and timely manner if needed.
* Communicates effectively with all internal stakeholders.
* Makes outbound calls as appropriate to identify and assist with securing member resources and/or services.
* Provides miscellaneous support functions including administrative support, follow-up calls, and other duties as assigned.
**Essential Qualifications:**
* 1-3 years' experience in customer service experience.
* Basic computer knowledge.
* Proficiency in all Microsoft Office products.
* Technical Requirement for personal residential internet service: Select an internet service that is either broadband or fiber (e.g., Verizon Fios, Comcast). Select a minimum of 25mbps/3mbps.
**Preferred Qualifications:**
* Experience in a call center environment.
* Mental health and human services background preferred.
* Experience working in RFL/Employee Assistance Program.
* Associate's or bachelor's degree in a social, psychological, or human service field or equivalent experience preferred.
**Skills and Competencies:**
* Excellent communication and interpersonal skills.
* Ability to work in a fast-paced environment and prioritize tasks effectively.
* Strong problem-solving and critical thinking skills.
* Ability to maintain confidentiality and handle sensitive information.
* Proficiency in Microsoft Office products and ability to learn new software applications quickly.
* Strong organizational and time management skills.
**Career Growth Opportunities and Learning Benefits:**
* careerzynith offers a comprehensive training program to help you develop your skills and advance your career.
* Opportunities for professional growth and development through training, mentorship, and career advancement programs.
* Collaborative and dynamic work environment that encourages innovation and creativity.
* Access to cutting-edge technology and tools to help you stay ahead of the curve.
**Work Environment and Company Culture:**
* careerzynith is a fully remote company, allowing you to work from anywhere in the U.S.
* Collaborative and dynamic work environment that encourages innovation and creativity.
* Opportunities for professional growth and development through training, mentorship, and career advancement programs.
* careerzynith is committed to fostering a workplace where every colleague feels valued and that they belong.
**Compensation, Perks, and Benefits:**
* Competitive hourly rate: $17.00 - $28.46
* Eligible for a CVS Health bonus, commission, or short-term incentive program in addition to the base pay range listed above.
* Comprehensive benefits package, including:
+ Affordable medical plan options
+ 401(k) plan (including matching company contributions)
+ Employee stock purchase plan
+ No-cost programs for all colleagues, including wellness screenings, tobacco cessation, and weight management programs
+ Confidential counseling and financial coaching
+ Paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access, and many other benefits depending on eligibility.
**Conclusion:**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. careerzynith is committed to fostering a workplace where every colleague feels valued and that they belong. Join our team and be part of a dynamic and collaborative work environment that encourages innovation and creativity.
**Apply Now:**
Apply Job!
Apply for this job
**Job Summary:**
We are seeking high-performing individuals to deliver an enhanced customer service experience, to join our team. This team will support members as their front-door to Mental Health Wellbeing. The Chat Support Associate will be responsible for monitoring and responding to inbound messages and outbound calls to support our provider services. Our goal is to deliver an integrated experience across the breadth of RFL, Behavioral Health, Medical products, and Placement services to ensure every member and their families get the right support for their unique mental wellbeing needs.
**Role Overview:**
* Schedule: Wednesday-Saturday 3:30PM - 2:00AM EST (Schedules may be adjusted based on business need)
* Training Requirements: First six weeks of employment will be training on Monday-Friday 9:00AM-5:30PM EST
* Holiday/PTO Requirements: As a 24-hour chat center operation, we will treat holidays as normal working business days, unless you have been approved for time off.
* Fully remote role and is able to work anywhere in the U.S.
**Key Responsibilities:**
* Promptly responds incoming chats within the standard greeting approved timeframe.
* Determines purpose of incoming chat by focusing on the members written messages and interacting with callers and provides resources through chat and email.
* Assesses client's needs; researches and structures communication by information members regarding pertinent EAP/Worklife services and resources.
* Recognizes crisis situations and evaluates for needed action to minimize risk.
* Performs appropriate research in internal databases and online to identify potential providers and resources.
* Enters member information into the appropriate EAP system to initiate the case and documents comments and information thoroughly and professionally.
* Maintains accurate and complete internal documentation of required information that meets risk management and regulatory requirements.
* Agent will triage calls in a professional and timely manner if needed.
* Communicates effectively with all internal stakeholders.
* Makes outbound calls as appropriate to identify and assist with securing member resources and/or services.
* Provides miscellaneous support functions including administrative support, follow-up calls, and other duties as assigned.
**Essential Qualifications:**
* 1-3 years' experience in customer service experience.
* Basic computer knowledge.
* Proficiency in all Microsoft Office products.
* Technical Requirement for personal residential internet service: Select an internet service that is either broadband or fiber (e.g., Verizon Fios, Comcast). Select a minimum of 25mbps/3mbps.
**Preferred Qualifications:**
* Experience in a call center environment.
* Mental health and human services background preferred.
* Experience working in RFL/Employee Assistance Program.
* Associate's or bachelor's degree in a social, psychological, or human service field or equivalent experience preferred.
**Skills and Competencies:**
* Excellent communication and interpersonal skills.
* Ability to work in a fast-paced environment and prioritize tasks effectively.
* Strong problem-solving and critical thinking skills.
* Ability to maintain confidentiality and handle sensitive information.
* Proficiency in Microsoft Office products and ability to learn new software applications quickly.
* Strong organizational and time management skills.
**Career Growth Opportunities and Learning Benefits:**
* careerzynith offers a comprehensive training program to help you develop your skills and advance your career.
* Opportunities for professional growth and development through training, mentorship, and career advancement programs.
* Collaborative and dynamic work environment that encourages innovation and creativity.
* Access to cutting-edge technology and tools to help you stay ahead of the curve.
**Work Environment and Company Culture:**
* careerzynith is a fully remote company, allowing you to work from anywhere in the U.S.
* Collaborative and dynamic work environment that encourages innovation and creativity.
* Opportunities for professional growth and development through training, mentorship, and career advancement programs.
* careerzynith is committed to fostering a workplace where every colleague feels valued and that they belong.
**Compensation, Perks, and Benefits:**
* Competitive hourly rate: $17.00 - $28.46
* Eligible for a CVS Health bonus, commission, or short-term incentive program in addition to the base pay range listed above.
* Comprehensive benefits package, including:
+ Affordable medical plan options
+ 401(k) plan (including matching company contributions)
+ Employee stock purchase plan
+ No-cost programs for all colleagues, including wellness screenings, tobacco cessation, and weight management programs
+ Confidential counseling and financial coaching
+ Paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access, and many other benefits depending on eligibility.
**Conclusion:**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. careerzynith is committed to fostering a workplace where every colleague feels valued and that they belong. Join our team and be part of a dynamic and collaborative work environment that encourages innovation and creativity.
**Apply Now:**
Apply Job!
Apply for this job