Remote Worklife Customer Support Associate – Employee Assistance Program & Behavioral Health Care Partner (Monday–Friday 10:00am–6:30pm EST)

About arenaflex

At arenaflex, we believe that compassionate, human-centered care begins with listening. Our purpose is simple yet powerful: to bring heart to every moment of the health journey for the members, families, and communities we serve. Anchored by a culture of empathy, integrity, and innovation, arenaflex is committed to transforming how individuals access mental health, behavioral wellness, and work-life support resources. Every interaction, every call, and every connection matters—because the way we deliver care is just as important as the care itself.

Our Heart At Work Behaviors shape the way we collaborate, solve problems, and serve. We empower every team member to play an active role in evolving our culture and accelerating our mission to make mental wellbeing support more personal, more convenient, and more accessible for everyone. When you join arenaflex, you become part of a movement that is redefining what it means to truly care.

Position Summary

arenaflex is searching for high-performing, mission-driven individuals to join our Care Partner / Employee Assistance Program (EAP) team. This team serves as the front door to mental health and wellbeing support for our members. As a Remote Worklife Customer Support Associate, you will be responsible for facilitating the use of employee assistance benefits, employer benefits, and behavioral health benefits across a diverse portfolio of services. Our goal is to deliver an elite, integrated experience across the full spectrum of work-life, behavioral health, and medical products—ensuring every member and their family receives the right support for their unique mental wellbeing needs.

Role Overview

• Schedule: Monday–Friday, 10:00am–6:30pm EST (evenings as needed based on business operations).
• Location: Fully remote; you can work from anywhere within the U.S.
• Operation: Our support center operates 24/7; some holiday availability may be required.
• Flexibility: Schedules may be adjusted based on evolving business needs.

Key Responsibilities

Call Center & Operational Support

• Handle inbound calls from members and customer leadership in a high-volume, fast-paced remote call center environment.
• Execute both routine and non-routine business support tasks, including administrative support, follow-up calls, and other duties as assigned for the Care Partner Program.
• Follow area protocols, standards, and policies to provide effective, timely, and compliant support.
• Maintain accurate and complete internal documentation of required information in each relevant system.
• Adhere strictly to compliance policies and regulatory standards governing protected health information.
• Take direction to execute techniques, processes, and responsibilities aligned with program goals.
• Meet or exceed performance metrics, including quality, call handling time, and customer satisfaction expectations.
• Multitask effectively—typing and documenting while actively speaking with members.
• Utilize the intranet and other knowledge tools in real time to assist with call handling.
• Leverage chat/IM channels during or between calls for peer and supervisor support.
• Read and respond to internal emails to stay current on plan sponsor information, process changes, and department updates.

Member Support & Experience

• Protect the confidentiality of member information and adhere to enterprise privacy policies at all times.
• Determine the purpose of each call by actively listening, asking clarifying questions, and triaging interactions professionally and promptly—taking full ownership of every member interaction.
• Provide an elite, customized experience based on each customer's preferences and individualized needs.
• Assess for social determinants of health and articulate relevant services, benefits, and community resources to members.
• Use validated screening tools to identify when urgent clinical intervention is needed, and transfer calls appropriately—including members in crisis or at elevated risk.
• Address inquiries and resolve issues as a single point of contact across phone, digital, and written correspondence channels.
• Resolve complex issues independently and escalate with management intervention when necessary.
• Communicate effectively and professionally with all internal stakeholders, including clinical teams, account managers, and partner organizations.

Required Qualifications

• Customer Service & Call Center Experience: Minimum of 1 year of experience in a customer service and call center environment.
• Human Service Field Experience: Minimum of 1 year of experience in a social, psychological, or human service field providing direct client support.
• Technical Proficiency: Basic computer literacy, including comfort with the Microsoft Office Suite (Word, Excel, Teams, Outlook).
• Education: High school diploma or equivalent required.

Preferred Qualifications

• 1 year of behavioral health, mental health, or EAP-specific experience.
• Bachelor's degree or equivalent professional experience.
• Prior dedicated call center experience in a healthcare, insurance, or benefits environment.

Remote Workspace Requirements

• Must have a separate, dedicated workspace free from distraction, located in a room with a door that closes, to maintain member privacy and HIPAA compliance.
• May not provide dependent care to others during scheduled work hours.
• Ability to sit in front of a computer with dual monitors and a headset for extended periods.
• Must be hardwired (ethernet connection) with reliable, high-speed internet.
• Home Internet Speed: Minimum download speed of 400 Mbps; upload speed between 10–20 Mbps.
• Broadband or fiber connection required. DSL, satellite, and cellular internet services (e.g., T-Mobile, Verizon, AT&T Fixed Wireless, US Cellular) are not permitted.
• Provider must configure a 4-port modem; employees will use the 4th port exclusively for work internet to ensure network stability and security.

Skills & Competencies for Success

• Active Listening & Empathy: Ability to genuinely hear members, validate their experiences, and respond with compassion.
• Crisis Recognition: Skill in identifying risk indicators and escalating to clinical resources appropriately.
• Verbal & Written Communication: Clear, professional, and articulate communication across phone, chat, and email channels.
• Problem-Solving: Resourceful and solutions-oriented, with the ability to resolve complex member issues independently.
• Multitasking: Comfortable navigating multiple systems, documenting, and conversing simultaneously.
• Adaptability: Flexible and resilient in a dynamic, evolving 24/7 operation.
• Confidentiality & Compliance: Unwavering commitment to protecting member privacy and adhering to regulatory standards.
• Tech Fluency: Quick learner with the ability to navigate intranet resources, screening tools, and CRM platforms in real time.

Compensation & Benefits

At arenaflex, we believe in recognizing the meaningful work our team members do every day. The typical pay range for this role is $18.50 – $31.72 per hour, with the actual offer dependent on experience, education, geography, and other relevant factors. This position is also eligible for a bonus, commission, or short-term incentive program in addition to base pay.

Beyond competitive compensation, arenaflex offers a comprehensive benefits package, including:

• Full medical, dental, and vision coverage.
• 401(k) retirement savings plan with company match eligibility.
• Employee Stock Purchase Plan (ESPP) for eligible employees.
• Company-provided, fully paid term life insurance.
• Short-term and long-term disability benefits.
• Well-being programs and mental health resources for employees and their families.
• Tuition assistance and free professional development courses.
• Generous employee discount programs with participating partners.
• Paid Time Off (PTO), vacation pay, and paid holidays consistent with state law and company policy.

Career Growth & Learning Opportunities

Joining arenaflex means joining a company that invests in your growth. From day one, you'll have access to structured onboarding, mentorship, and continuous learning resources. Many of our Care Partners advance into senior member support roles, clinical operations leadership, training and quality assurance, behavioral health case management, and account management positions. We are committed to promoting from within and supporting team members who wish to deepen their expertise in mental health, behavioral health, healthcare benefits, and member experience strategy.

Work Environment & Company Culture

arenaflex fosters a remote-first, people-centered culture where every team member feels seen, supported, and empowered. Our Heart At Work Behaviors emphasize empathy, accountability, collaboration, and innovation. We celebrate diversity, champion inclusion, and believe that a wide range of lived experiences strengthens our ability to serve members. When you work at arenaflex, you are never just a voice on the phone—you are a trusted partner in someone's wellbeing journey.

Equal Employment Opportunity

arenaflex is an equal opportunity employer. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws. We are committed to building a diverse and inclusive workforce that reflects the communities we serve.

How to Apply

If you are a compassionate, motivated professional with a passion for mental health support and member experience excellence, we invite you to apply today. Bring your heart, your skills, and your dedication—and let arenaflex provide the platform for you to make a meaningful difference, one call at a time.