Employee Experience Spec

Pyramid Healthcare • Harrisburg, PA

9d • Onsite

About The Position

Pyramid Healthcare is seeking a Client Experience Specialist to serve as a trusted point of contact for employees, families, providers, and community partners utilizing our Employee Assistance Program (EAP). In this role, you will play a critical part in connecting individuals with the resources and support they need while delivering compassionate, professional service. This position is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and is committed to creating a positive customer experience.

Requirements

• High School Diploma or equivalent
• Strong customer service and communication skills
• Excellent organizational and multitasking abilities
• Ability to manage multiple priorities in a fast-paced environment
• Strong problem-solving skills
• Proficiency with Microsoft Office applications
• Must successfully pass a criminal background check, drug screening, and any required state-mandated clearances.

Nice To Haves

• Associate's Degree or Bachelor's Degree
• Experience in customer service, client services, healthcare, behavioral health, call center operations, employee assistance programs, or human services
• Experience working with confidential information
• Familiarity with CRM, database, or case management systems
• Customer Relationship Management
• Client Support
• Call Center Experience
• Referral Coordination
• Conflict Resolution
• Crisis De-escalation
• Relationship Building
• Time Management
• Problem Solving
• Microsoft Office Suite
• Microsoft Teams
• Zoom
• Adobe Acrobat
• Smartsheet

Responsibilities

• Manage a high volume of inbound calls and online service requests
• Provide exceptional customer support to EAP clients and providers
• Establish trusting, professional relationships with clients and vendors
• Identify client needs and connect individuals to appropriate resources
• Deliver timely follow-up and ensure resolution of client concerns
• Anticipate client needs and provide proactive support
• Assess situations and determine appropriate referrals
• Assist clients in accessing available services and resources
• Coordinate with providers to facilitate service delivery
• Support provider recruitment efforts as needed
• Escalate complex situations appropriately
• Maintain accurate client records and documentation
• Enter information into company databases and systems
• Ensure compliance with company policies and procedures
• Monitor requests and manage multiple priorities simultaneously
• De-escalate client and provider concerns professionally
• Develop creative solutions to meet client needs
• Resolve issues efficiently while maintaining service excellence

Benefits

• Medical, Dental, and Vision Insurance
• Flexible Spending Accounts
• Life Insurance
• Paid Time Off
• 401(k) with Company Match
• Tuition Reimbursement
• Employee Recognition Programs
• Referral Bonus opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED