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. Apply for this job