Member Engagement Specialist

Job Description
Shift is Sunday through Thursday 8:00a - 4:30pm CST.

Responsible for supporting the provision and use of worklife, employee assistance and management consultant resources.

Fundamental Components

• Determines purpose of call by actively listening and interacting with callers, triages call in a in a professional and timely manner.
• Assesses client’s needs; researches and articulately communicates information regarding pertinent EAP/Worklife services and resources.
• Recognizes crisis situations and evaluates for needed action to minimize risk.
• Performs appropriate research in internal databases and online to identify potential providers and resources.
• Enters member information into the appropriate EAP system to initiate the case and documents comments and information thoroughly and professionally.
• Receive calls transferred from counselors and provides immediate member assistance.
• Schedules appointment for members with counselors.
• Assists team members with necessary activities to effectively respond to member inquiries about and requests for services and resources related to various life skills such as finding childcare, finding eldercare, etc.
• Communicates effectively with all internal stakeholders.
• Utilizes relevant Aetna databases to research and identify validated, appropriate member resources.
• Makes outbound calls as appropriate to identify and assist with securing member resources and/or services.
• Assists team members with printing and fulfillment needs related to relevant materials, including provider profiles, letters, selection of appropriate guidebooks, collating materials for mailing, documenting fulfillment completion in the appropriate EAP system, maintaining an inventory of materials.
• Provides miscellaneous support functions including administrative support, follow-up calls, and other duties as assigned.
• Protects the confidentiality of member information and adheres to enterprise policies, and EAP and Worklife policies and procedures.
• Maintains accurate and complete internal documentation of required information that meets risk management and regulatory requirements. 

Background Experience

• Experience preferred in a social, psychological or human service field providing client support.
• 1-2 years experience in call center environment preferred or BH experience.
• Bachelors or Arts or Bachelors of Science Degree preferred

Additional Job Information
Effective communication, telephonic and organization skills. Strong customer service skills to coordinate service delivery including attention to customers, sensitivity to issues, proactive identification and resolution of issues to promote positive outcomes for members. Computer literacy in order to navigate through internal/external computer systems, including Excel and Microsoft Word. Ability to effectively participate in a multi-disciplinary team including internal and external participants. Proficiency in multi-tasking and utilizing a multi-line phone system. Familiarity with basic terminology and concepts used in employee assistance/human services programs.

Education
Associate's degree or equivalent experience

Percent of Travel Required
0 - 10%