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

About arenaflex – A Purpose‑Driven Leader in Health & Wellbeing

At arenaflex we live by a single, clear purpose: Bringing our heart to every moment of your health. This purpose fuels a culture where every colleague feels empowered to make a tangible difference in the lives of the people we serve. As a pioneer in integrated health solutions, arenaflex blends cutting‑edge technology, compassionate care, and a relentless focus on affordability to create a more personal, convenient, and holistic health experience for millions of members across the United States.

Our Heart At Work Behaviors reinforce this purpose, encouraging each team member to act as a catalyst for cultural transformation, innovation, and service excellence. Whether you are on the front lines of member interaction or behind the scenes supporting operations, you will be part of a mission‑driven organization that values empathy, collaboration, and continuous learning.

Position Overview – Your Role in the Mental Health Journey

The Remote EAP Worklife Customer Support Associate is a critical member of arenaflex’s 24/7 call center, serving as the first point of contact for members seeking mental health and employee assistance resources. Working remotely from anywhere in the United States, you will operate on a Sun‑Thu shift (1:30 pm‑10:00 pm EST) and provide compassionate, knowledgeable support to individuals navigating a wide range of personal and professional challenges.

This role blends active listening, problem‑solving, and resource coordination to ensure that every member receives timely, appropriate, and confidential assistance. You will collaborate with counselors, internal stakeholders, and external service providers to deliver an integrated experience that spans behavioral health, medical benefits, and work‑life resources.

Key Responsibilities

Member Support & Interaction

• Answer inbound calls, chat messages, and emails, determining the purpose of each contact through active listening and empathetic questioning.
• Tri­age calls promptly, categorizing inquiries by urgency and routing them to the appropriate internal or external resources.
• Assess members’ needs, research relevant arenaflex Employee Assistance Program (EAP) and Worklife services, and clearly communicate options.
• Identify crisis situations, initiate appropriate safety protocols, and coordinate with emergency responders or mental‑health specialists as needed.
• Document all interactions in the designated EAP system, ensuring accuracy, completeness, and compliance with privacy regulations.

Team Member & Counselor Support

• Receive transferred calls from counselors, providing immediate assistance and follow‑up to ensure continuity of care.
• Schedule appointments with qualified counselors, confirming availability and communicating details to members.
• Assist colleagues with resource‑finding tasks such as locating childcare, eldercare, or other life‑skill services.
• Make outbound outreach calls to verify resource allocation, confirm appointments, and gather feedback on service satisfaction.
• Prepare and fulfill administrative materials (provider profiles, guidebooks, letters) and maintain an organized inventory within the EAP system.

Research, Compliance, and Documentation

• Utilize arenaflex databases and reputable external sources to identify validated providers and resources that match member needs.
• Maintain strict confidentiality of member information, adhering to arenaflex policies, EAP guidelines, and applicable regulatory standards.
• Perform structured pre‑screening assessments based on identified triggers to direct urgent cases to specialized care pathways.
• Track social determinants of health, offering tailored referrals to address financial, housing, or transportation challenges.
• Provide miscellaneous administrative support, including follow‑up calls, data entry, and coordination of mailing materials.

Essential Qualifications

• Minimum 1 year of customer service or call‑center experience, demonstrating the ability to handle high‑volume interactions with professionalism.
• At least 1 year of experience in a social, psychological, or human‑service field, providing direct client support and demonstrating empathy.
• Proficiency with basic computer applications (Microsoft Office Suite, Word, Excel, Teams, etc.) and comfort navigating web‑based platforms.
• High school diploma or equivalent (GED). Additional education in psychology, social work, or related fields is a plus.

Preferred Qualifications & Desirable Experience

• Experience (≥ 1 year) in behavioral health, mental‑health triage, or employee assistance programs.
• Familiarity with telehealth platforms, case‑management software, and EAP documentation standards.
• Demonstrated ability to de‑escalate crisis situations and coordinate with mental‑health professionals.
• Strong organizational skills with a track record of maintaining accurate records in fast‑paced environments.

Core Skills & Competencies

• Empathy & Active Listening: Ability to understand member concerns, reflect back emotions, and build trust quickly.
• Problem‑Solving: Quickly identify appropriate resources, navigate complex situations, and propose effective solutions.
• Communication: Clear, concise, and compassionate verbal and written communication tailored to diverse audiences.
• Technical Proficiency: Comfortable using multiple software tools simultaneously, including CRM, EAP, and knowledge‑base systems.
• Time Management: Efficiently handle multiple concurrent cases while meeting service‑level agreements.
• Regulatory Awareness: Knowledge of HIPAA, confidentiality standards, and arenaflex’s internal compliance policies.

Career Growth & Development Opportunities

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

• Structured onboarding and mentorship programs that pair you with experienced mental‑health professionals.
• Continuous learning pathways, including free development courses, certifications in behavioral health, and leadership training.
• Opportunities to transition into advanced roles such as EAP Case Manager, Behavioral Health Coordinator, or Remote Operations Supervisor.
• Cross‑functional projects that expose you to product development, data analytics, and strategic initiatives within arenaflex.
• Regular performance feedback and career‑planning sessions to help you map a clear trajectory within the organization.

Compensation, Perks & Benefits

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

• Performance‑based bonuses, commissions, or short‑term incentive programs.
• Comprehensive medical, dental, and vision coverage for you and your dependents.
• Participation in the arenaflex 401(k) retirement savings plan with company matching contributions.
• Access to an Employee Stock Purchase Plan, allowing you to invest in arenaflex’s future growth.
• Fully‑paid term life insurance, short‑term and long‑term disability coverage.
• Generous paid time off (PTO), vacation accrual, and paid holidays aligned with state regulations.
• Well‑being programs, including mental‑health resources, fitness discounts, and employee assistance services.
• Exclusive arenaflex store discounts and partner‑program savings on everyday purchases.
• Education assistance for tuition reimbursement, certification fees, and professional development.

Work Environment & Culture at arenaflex

Our remote workforce thrives on flexibility, collaboration, and a shared sense of purpose. Key cultural pillars include:

• Heart‑Centered Service: Every interaction is guided by compassion, respect, and a genuine desire to improve members’ lives.
• Innovation & Agility: We encourage creative problem‑solving and rapid adaptation to evolving health‑care trends.
• Diversity, Equity & Inclusion: arenaflex is committed to building a workforce that reflects the communities we serve, fostering an environment where all voices are heard.
• Safety & Well‑Being: While the role is remote, arenaflex provides resources for ergonomic home office setups, mental‑health support, and regular wellness check‑ins.
• Community Impact: Employees participate in volunteer initiatives, health‑education outreach, and corporate social responsibility programs.

Vaccination & Workplace Safety Requirements

arenaflex requires that all eligible colleagues be fully vaccinated against COVID‑19, including any mandated booster doses, unless a lawful accommodation is granted based on disability, medical condition, religious belief, or other protected status. Proof of vaccination must be provided prior to the first day of employment, or a reasonable accommodation request must be submitted within the first ten days of hire.

arenaflex is dedicated to providing equal access to employment benefits and accommodations. If you need assistance, please contact [email protected] or call 7‑1‑1 for Telecommunications Relay Services (TRS). Our team will respond within 48 business hours to ensure you receive the support you need.

How to Apply

If you are ready to bring your heart to arenaflex, make a meaningful impact on members’ mental‑health journeys, and grow your career in a purpose‑driven organization, we encourage you to submit your application today. Click the link below to begin the process, and be prepared to share your experience, passion for service, and commitment to excellence.

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Join arenaflex – Where Your Compassion Meets Opportunity

At arenaflex, you are more than a support associate—you are a vital part of a mission to make health care personal, convenient, and affordable for every member. We look forward to welcoming a dedicated, empathetic professional who will help us continue to innovate, inspire, and transform lives.