EAP Client Relations Specialist

First Choice Health•Seattle, WA

10d•$18 - $22

About The Position

This fast-paced, high-volume first-response client relations role offers a unique opportunity to grow your skills in a professional service setting. As a Customer Relations Specialist, you’ll be responsible for simultaneous multi-channel response, triage, and problem-solving, interacting with a diverse range of EAP callers including clients, key contacts, groups, brokers, and vendors. This includes managing incoming and outgoing phone calls, initiating and responding to email service requests, facilitating referrals for assessment and work/life consultation, and engaging in high-level problem identification and resolution. In addition, this role is responsible for concierge matches with mental health providers. You'll learn to identify eligible providers, recruit providers for clinical service delivery, and emphasize cross-service referrals to ensure all client needs are met. This role is the foundation of our EAP and offers clerical and production support to other staff members and EAP Account Executives in accomplishing EAP and company-wide projects and goals.

Requirements

High School Diploma.
Two years of Customer Service Representative experience (preferably) in an EAP or healthcare setting (or similar), with high-volume and multi-tasking responsibilities (or equivalent combination of education and experience).
Excellent social, verbal (telephone) and written communication skills.
Advanced computer skills and knowledge.
Ability to work independently and as a team member.
Ability to organize, prioritize, multitask, juggle workflow effectively, and meet deadlines consistently.
Demonstrable problem-solving skills and experience in an office setting.
Excellent social, verbal and written communication skills.
Accuracy, organization skills, attention to detail
Competence in Outlook, MS Word, Excel, and other software applications.
Above average spelling ability and the ability to accurately input EAP data and client healthcare information.
The ability to work independently, understanding the dynamic, quality-focused environment, customer service driven nature of the EAP.
Shows initiative, consistent and dependable work performance, as well as enterprising enthusiasm in a dynamic work environment.
Ability to lift and move paper materials and EAP documents – for printing, shipping, etc.
Routine & re-occurring access to all forms of PHI – The duties of the position require regular and unrestricted contact with PHI.
Routine and limited and does not require manager approval - The duties of the position require routine contact with a limited set of PHI that does not require manager approval. Examples include claims adjudication.
Restricted and limited to manager approval on an as needed basis – Access to PHI is flexible and limited to a need to know basis pre-determined by the manager/supervisor depending on the nature of the task to be performed by this position.
Subject to incidental PHI disclosure – The position will at times come in contact with PHI that cannot be prevented, is limited in nature, and that occurs as a result of another permitted use or disclosure. Examples include proximity to areas where PHI is accessed or discussed.
No PHI is accessed to perform the duties of the position – The position without exception has no job requirements involving the access to PHI.

Responsibilities

8am to 5pm (Monday through Friday) multi-line, telephone-based, frontline customer service: receive client information, contact providers, triage calls as necessary.
Ability to effectively receive and respond to 50 or more phone calls and client email requests per day; responding to phone calls within one to two rings and to emails within 15 minutes of receipt.
Accurately and consistently input client and provider information into the EAP client management software.
Compassionately and carefully support clients that may be on the verge of crisis, and determine when to route caller to the appropriate clinical staff members.
Support EAP clinical, management, administrative and customer service staff as needed in achieving EAP goals and timelines.
Ability to take ownership of EAP needs as they emerge throughout the business day.

Benefits

Medical & Vision- We offer two medical plans for employees, High Deductible and PPO plan for employees to choose from.
Dental- A dental plan through Delta Dental is available to employees and eligible dependents.
Health Savings Account (HSA)- Employees who enroll in our medical plan can choose to establish a health savings account if eligible. FCH makes contributions to the HSA and employees may contribute pre-tax dollars via payroll deduction up to the IRS allowable limits.
Flexible Spending Account (FSA)- Employees may contribute pre-tax dollars through payroll deduction to a limited vision/dental FSA. Unlike with an HSA, unused FSA funds do not rollover from year to year
Life Insurance- FCH provides life insurance benefits at no cost at a limit of two times an employee’s annual base salary (with a max of $300,000). Employees have the opportunity to purchase additional life insurance for themselves and their dependents through payroll deduction.
Short & Long-Term Disability Insurance- FCH provides long-term and short-term disability coverage to all employees. It is a shared cost benefit where FCH pays for the long-term benefit and employees pay for the short-term benefit.
Personal Leave and Sick Time- FCH employees enjoy the benefit of paid time off. Vacation, sick leave, and any personal leave are combined into a general annual PTO bank. PTO accruals are based on service on a pay period: 0-1 year of service – 120 hours; 1-2 years of service – 136 hours; 3 + years of service – 168 hours
Paid Holidays- Each employee receives two floating holidays Employees receive nine paid holidays, two four-hour time blocks for community service per year, and two floating holidays (granted January 1 and July 1).
Employee Assistance Program (EAP)- FCH recognizes that a variety of problems can disrupt personal and work life. If an employee needs professional help, they can contact the EAP, which provides confidential access to professional counseling services for help in confronting personal problems such as alcohol/substance abuse, marital and family difficulties, financial or legal troubles, or emotional distress.
Retirement Plan 401(k)- We contribute 50% of the employee’s 401k deferral , up to a maximum of 3% of the employee’s gross salary. Eligible employees must be at least 21 years old, and be employed with FCH a minimum of 90 days.
Profit Sharing - FCH may make annual discretionary profit sharing contributions in an amount to be determined at Plan Year end.
Tuition Reimbursement - Employees may be eligible to receive reimbursement for continuing education for Bachelor’s program after one year of employment with the company.
Wellness- We encourage and promote healthy behaviors through a Wellness program that offers rewards for those that participate. These benefits may be changed with or without notice at any given time.