Experienced Customer Chat Support Representative – Delivering Compassionate Mental Health Wellbeing Services through Integrated Human and AI Interactions

Introduction to blithequark

At blithequark, we are dedicated to building a world of health around every consumer, driven by our passion for transforming healthcare. As a leading health solutions company, we reach millions of Americans through our local presence, digital channels, and a team of over 300,000 purpose-driven colleagues. Our mission is to care for people where, when, and how they choose, providing a uniquely more connected, convenient, and compassionate experience. We achieve this with heart, every day, and we're looking for like-minded individuals to join our team.

Job Overview

We are seeking high-performing Customer Chat Support Representatives to deliver an enhanced customer service experience as the front-door to Mental Health Wellbeing. This role will support members through inbound messages and outbound calls, ensuring they receive the right support for their unique mental wellbeing needs. Our goal is to provide an integrated experience across the breadth of our services, including RFL, Behavioral Health, Medical products, and Placement services. The successful candidate will work seamlessly with our AI chatbot to deliver a combination of human interaction and AI transaction, supporting the chat automation process to ensure members are led to a successful service.

Key Responsibilities

• Promptly respond to incoming chats within the standard greeting approved timeframe.
• Determine the purpose of incoming chats by focusing on members' written messages and interacting with callers, providing resources through chat and email.
• Assess clients' needs, researching and structuring communication to provide information regarding pertinent EAP/Worklife services and resources.
• Recognize crisis situations and evaluate the need for action to minimize risk.
• Perform research in internal databases and online to identify potential providers and resources.
• Enter member information into the appropriate EAP system to initiate the case and document comments and information thoroughly and professionally.
• Triage calls in a professional and timely manner if needed, communicating effectively with all internal stakeholders.
• Make outbound calls as appropriate to identify and assist with securing member resources and/or services.
• Provide miscellaneous support functions, including administrative support, follow-up calls, and other duties as assigned.
• Comply with policies and regulatory standards, protecting the confidentiality of member information and adhering to enterprise policies and EAP and Worklife policies and procedures.

Essential Qualifications

• 1-3 years of experience in customer service.
• Basic computer knowledge.
• Proficiency in all Microsoft Office Applications.
• High School Diploma or GED.

Preferred Qualifications

• Experience in a call center environment.
• Mental health and human services background.
• Experience working in RFL/Employee Assistance Program.
• Associate's or bachelor's degree in a social, psychological, or human service field or equivalent experience.

Skills and Competencies

• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced environment, handling multiple tasks and priorities.
• Strong problem-solving and analytical skills, with the ability to resolve complex issues with limited management intervention.
• Ability to work independently and as part of a team, with a strong focus on customer satisfaction and experience.
• Strong technical skills, with the ability to learn and adapt to new systems and technologies.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our colleagues. We offer a range of training and development programs, including on-the-job training, mentorship, and career advancement opportunities. Our goal is to help our colleagues build their skills and knowledge, achieving their career goals and contributing to the success of our organization.

Work Environment and Company Culture

Our work environment is dynamic, fast-paced, and supportive, with a strong focus on teamwork and collaboration. We value diversity, equity, and inclusion, and we're committed to fostering a workplace where every colleague feels valued and that they belong. Our company culture is built on our core values of compassion, integrity, and excellence, and we strive to live these values every day.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including a base hourly rate of $17.00 - $34.15, depending on experience and location. Our benefits package includes affordable medical plan options, a 401(k) plan with company matching contributions, and an employee stock purchase plan. We also offer a range of no-cost programs, including wellness screenings, tobacco cessation, and weight management programs, as well as confidential counseling and financial coaching.

Conclusion

If you're passionate about delivering compassionate mental health wellbeing services and are looking for a challenging and rewarding role, we encourage you to apply for this opportunity. As a Customer Chat Support Representative at blithequark, you'll have the chance to make a real difference in the lives of our members, working as part of a dynamic and supportive team. Don't miss out on this opportunity to join our team and contribute to our mission of transforming healthcare. Apply now to take the first step in your career with blithequark.

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