Job description
POSITION SUMMARY:
The EAP Customer Service Representative (CSR) is a first-response customer service representative in a fast-paced, high-volume professional service setting.
EXAMPLES OF DUTIES:
- 8am to 5pm (Monday through Friday) multi-line, telephone-based, frontline customer service: receive client information, contact providers, triage calls.
- 50 or more phone calls and client email requests per day.
- Respond 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.
- 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.
- 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.
- 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.
- Excellent social, verbal and written communication skills.
- Accuracy, organization skills, attention to detail; Competence in Google Workspace, 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, is consistent, dependable and enthusiastic.
- 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.
Pay Range: $16-$18 an hour
Diversity, Equity & Inclusion:
At First Choice Health we are thoughtful about the words we use and the actions we take. We intentionally hire people from diverse backgrounds that help us think differently and challenge status-quo thinking. Our commitment to Diversity, Equity, and Inclusion allow us to strive to make healthcare easier to access for everyone in all walks of life.
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 Sun Life 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.
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.
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.
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