Job Description
This role will support Live Chat operational support
Schedule openings are:
Sun – Wed 7:00 am to 5:30 pm ET
Holiday Requirement: As a 24-hour call center operation, we will treat holidays as normal working business days, unless you have been approved for time off. This means you would work your normal shift if the Company Observed Holiday falls on your normal workday.
*Schedules may be adjusted based on business need
We are looking for 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 Agent 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. The agent will support the chat automation process to ensure the members are led to a successful service to fulfill the inquires presented. The agent will work seamlessly with the AI chatbot to deliver a combination of human interaction and AI transaction.
- 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 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.
- Compliance with Policies and Regulatory Standards
- Protects the confidentiality of member information and adheres to enterprise policies, and EAP and Worklife policies and procedures.
- Resolves complex issues without or with limited management intervention.
- Outreach Providers to link services requested by members.
- Schedules appointment for members with counselors.
Pay Range
The typical pay range for this role is:
Minimum: 18.50
Maximum: 34.60
Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.
Required Qualifications
– 2 years of experience in a healthcare, social, psychological or human/volunteering service field providing client support.
– 1 year of experience in call center environment
Preferred Qualifications
– Previous Behavioral Health experience
– Insurance/ medical knowledge in a chat environment.
Education
– High School Diploma