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 & Wellbeing

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 national leader in pharmacy, retail, and digital health services, arenaflex is expanding its mental‑health footprint, delivering integrated Employee Assistance Programs (EAP) and Worklife solutions that empower individuals, families, and organizations to thrive.

Our Heart At Work behaviors empower every colleague to act as a catalyst for change, fostering a workplace where each voice matters and every interaction is rooted in compassion. If you are passionate about making mental‑health support more personal, convenient, and affordable, you have found a home where your heart can truly make a difference.

Position Overview

This is a fully remote, full‑time role based in the United States. You will work a rotating shift of Sunday through Thursday, 1:30 pm – 10:00 pm EST, supporting a 24/7 call‑center environment. Flexibility is essential, as holiday coverage and occasional schedule adjustments may be required to meet business needs.

As an EAP Worklife Customer Support Associate, you will serve as the front‑door for members seeking mental‑health and wellbeing assistance. You will guide callers through a seamless, integrated experience that spans behavioral health, medical services, and a broad suite of work‑life resources.

Key Responsibilities

Member Support & Interaction

• Actively listen to callers, determine the purpose of each contact, and triage inquiries with professionalism and empathy.
• Assess members’ needs, research relevant arenaflex EAP/Worklife services, and clearly communicate options and next steps.
• Identify crisis situations, evaluate risk, and initiate appropriate escalation protocols to protect member safety.
• Enter accurate member data into the arenaflex EAP system, documenting all interactions, case notes, and resource referrals.
• Schedule counseling appointments, coordinate follow‑up calls, and ensure timely delivery of promised resources.

Team Member Support

• Receive transferred calls from counselors, providing immediate assistance and continuity of care.
• Assist internal teammates with tasks such as printing provider profiles, preparing guidebooks, and managing mailing fulfillment.
• Maintain an up‑to‑date inventory of EAP materials, ensuring that all resources are readily available for both members and staff.
• Make outbound outreach calls when needed to confirm resource allocation or to follow up on pending actions.

Resource Research & Referral

• Utilize arenaflex internal databases and reputable external sources to locate qualified providers, childcare options, elder‑care services, and other life‑skill resources.
• Conduct structured pre‑screening assessments based on identified triggers, directing urgent needs to the appropriate specialist.
• Identify social determinants of health, connect members with community resources, and document all referrals in compliance with regulatory standards.

Compliance & Documentation

• Safeguard member confidentiality in accordance with arenaflex policies, HIPAA, and other applicable regulations.
• Maintain complete, accurate internal documentation that meets risk‑management and audit requirements.
• Proactively listen for emerging needs, taking ownership of each interaction and delivering a personalized experience.
• Resolve complex issues independently, escalating to management only when necessary.

Essential Qualifications

• Minimum of 1 year experience in a customer‑service or call‑center environment.
• At least 1 year experience in a social, psychological, or human‑service role providing direct client support.
• Proficiency with basic computer applications (Microsoft Office Suite, Teams, Outlook, etc.).
• High school diploma or equivalent (GED). A college degree is a plus but not required.

Preferred Qualifications

• 1 year of experience in behavioral health, counseling, or related mental‑health services.
• Familiarity with EAP platforms, case‑management software, or similar resource‑referral tools.
• Demonstrated ability to handle high‑volume call environments while maintaining composure and empathy.
• Experience working remotely and managing self‑directed schedules.

Core Skills & Competencies

• Active Listening & Empathy: Ability to hear beyond words, recognize emotional cues, and respond with genuine care.
• Critical Thinking & Problem Solving: Quickly assess situations, identify root causes, and recommend appropriate resources.
• Communication Excellence: Clear, concise, and compassionate verbal and written communication tailored to diverse audiences.
• Organizational Agility: Manage multiple cases simultaneously, prioritize tasks, and meet tight deadlines.
• Technology Savvy: Comfortable navigating multiple databases, CRM tools, and virtual collaboration platforms.
• Regulatory Awareness: Understanding of confidentiality standards, HIPAA, and internal compliance protocols.

Career Growth & Development Opportunities

arenaflex invests heavily in the professional development of its workforce. As a member of our EAP team, you will have access to:

• Comprehensive onboarding and ongoing training programs focused on mental‑health best practices, crisis intervention, and advanced case management.
• Mentorship from seasoned behavioral‑health professionals and senior support specialists.
• Pathways to move into supervisory, quality‑assurance, or specialized counseling roles within the broader arenaflex health ecosystem.
• Tuition reimbursement, certification assistance, and free development courses to expand your skill set.

Work Environment & Culture at arenaflex

Our remote workforce enjoys a flexible, inclusive, and collaborative environment. arenaflex’s culture is built on:

• Purpose‑Driven Impact: Every interaction contributes to a larger mission of improving mental‑health outcomes for millions.
• Diversity & Inclusion: A commitment to hiring, developing, and retaining talent from all backgrounds, ensuring every voice is heard.
• Well‑Being Programs: Access to mental‑health resources, wellness challenges, and employee assistance services for you and your family.
• Community Engagement: Opportunities to volunteer, participate in health‑focused outreach, and represent arenaflex at industry events.

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.
• arenaflex store discount, partner discounts, and wellness program incentives.
• Access to a robust suite of learning resources, webinars, and career‑advancement tools.

COVID‑19 Vaccination Policy

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 within ten days of your start date, or a reasonable accommodation request must be submitted.

Commitment to Accessibility & Inclusion

arenaflex is dedicated to providing equal access to employment benefits and opportunities. If you need a reasonable accommodation to perform essential job functions—such as an interpreter, alternative format documents, or assistive technology—please contact [email protected]. For individuals with speech or hearing disabilities, you may also call 7‑1‑1 for Telecommunications Relay Services (TRS). Our goal is to respond within 48 business hours and work collaboratively toward a solution.

How to Apply

If you are ready to bring your heart to arenaflex and make a tangible difference in the lives of members seeking mental‑health support, we encourage you to submit your application today. Join a purpose‑driven organization where your compassion, skills, and dedication are celebrated and rewarded.

Apply Job!