Employee Assistance Program Work-life Customer Support Associate

The Care Partner serves as the first point of contact for members seeking emotional support, behavioral health resources, and employee assistance services through Aetna's Resources for Living (RFL) Employee Assistance Program. This role provides compassionate, timely support via phone, video, and chat while helping members access appropriate resources, benefits, referrals, and clinical support.

Shift: Sat- Wed 1:00 PM-930 PM EST

Key  Responsibilities:

• Respond to member inquiries and provide support through phone, video, and live chat.

• Assess member needs and connect individuals to appropriate behavioral health, employee assistance, and community resources.

• Provide information, guidance, referrals, and benefit education.

• Recognize warning signs, de-escalate challenging situations, and facilitate clinical transfers when appropriate.

• Support members and their families while adhering to program policies and service standards.

• Accurately document interactions and maintain confidentiality.

• Navigate multiple systems simultaneously in a fast-paced, service-focused environment.

Required Qualifications:

• 1-2 years of experience in a call center, help line, customer support, or similar virtual service environment.

• 1 year of experience in a social service, behavioral health, psychological, human services, or client support role.

• Strong verbal communication, active listening, and interpersonal skills.

• Ability to remain calm and supportive during emotionally challenging or crisis situations.

• Strong computer skills with the ability to navigate multiple systems simultaneously.

• Reliable, hardwired broadband or fiber internet connection required.

Preferred Qualifications:

• Experience supporting individuals in behavioral health, employee assistance, crisis support, or related helping professions.

• Experience working in a high-volume customer service environment.

• Bilingual language skills.

Education:

• High school diploma or equivalent required.