Transform Lives, One Call at a Time

We're seeking a compassionate and skilled EAP Call Center Representative to join our team. As a key member of our behavioral health organization, you'll play a vital role in connecting individuals with the resources they need to thrive. If you're passionate about delivering exceptional customer service and making a meaningful impact, we want to hear from you.

Job Summary:

The EAP Call Center Representative will provide a client-centric experience, connecting callers to appropriate resources as needed. This role involves answering inbound calls quickly, efficiently, and in a courteous manner, while also screening for potential risk concerns and facilitating connections to licensed professionals as necessary. Client outreach and case follow-up will also be completed to ensure timely service connections.

Key Responsibilities:

• Provide assistance to incoming callers and serve as the initial point of contact for USPS employees, their family members, and providers.
• Facilitate file setup and/or file management through caller authentication, verification of demographics, and eligibility in accordance with HIPAA privacy guidelines.
• Educate providers and members about the EAP benefit and the scope of EAP with a focus on program promotion.
• Provide routine referrals to Field Staff and/or network providers with a focus on promoting appointment access and timely connection to care.
• Demonstrate the use of key customer service concepts in all communications, including reflective listening, use of empathy statements, and de-escalation skills.
• Triage crisis callers to clinical staff for appropriate assistance according to established protocols.
• Provide outreach on routine cases not assigned to Field Staff to verify service connection.
• Assist Training Coordinator with new hire training, including procedural aspects of the position, documentation, orientation within the organization, and compliance rules and regulations when needed.
• Provide administrative support for critical incidents.
• Complete appropriate documentation in medical records in compliance with USPS policy, regulatory standards.
• Process authorization requests and respond to benefits and claims inquiries from members and providers.
• Work collaboratively with provider relations to verify accuracy of network provider listings.
• Meet call center metrics and quality assurance standards, including call/documentation audits.

Requirements:

• Bachelor's degree in Social Work, Psychology, or a related healthcare field, and 1-3 years of experience in a healthcare, managed care, and/or customer service setting; or high school diploma and 3-5 or more years of experience in a healthcare, managed care, and/or customer service setting.
• Strong computer and keyboarding skills (MS Outlook, MS Word, MS Excel, Adobe Acrobat, and data processing), including the ability to document while simultaneously taking information over the phone.
• Excellent written and verbal communication, interpersonal, and organizational skills.
• Ability to talk and type simultaneously.
• US Citizenship and the ability to pass a 10-panel drug screen and Public Trust background investigation.

What We Offer:

• A competitive hourly salary ranging from $16.00 - $22.00 per hour.
• A 401(k) plan with a competitive employer match.
• Remote work opportunities.

Join Our Team:

If you're passionate about delivering exceptional customer service and making a meaningful impact, we want to hear from you. Apply now and let's discuss how you can become a vital part of our success story.