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About nexahire
nexahire is a leading provider of integrated health‑care services, dedicated to delivering human‑centric care that meets the evolving needs of individuals, families, and communities. Our purpose—“Bringing our heart to every moment of your health”—drives a culture where compassion, innovation, and accessibility intersect. As a member of the nexahire family, you will join a vibrant, purpose‑focused organization that values every employee’s contribution to transforming health care into a more personal, convenient, and affordable experience.
Why This Role Matters
The Worklife Customer Support Associate – Employee Assistance Program (EAP) is the front‑line guardian of mental‑health wellbeing for nexahire’s employees and their families. In a fast‑paced, 24/7 call‑center environment, you will be the trusted voice that guides members through confidential support services, connects them with critical resources, and ensures a seamless, elite experience across behavioral health, medical, and wellness offerings.
Key Responsibilities
Member Interaction & Support
- Answer inbound calls from members, managers, and health‑plan sponsors with empathy, professionalism, and a sense of urgency.
- Conduct thorough intake assessments, actively listen to concerns, and triage calls to appropriate resources—including crisis intervention when needed.
- Provide personalized guidance on nexahire’s Employee Assistance Program benefits, behavioral health services, and related wellness resources.
- Maintain confidentiality of all member information in strict accordance with HIPAA and nexahire privacy policies.
- Serve as a single point of contact for follow‑up calls, email inquiries, and chat messages, ensuring each interaction is resolved to the member’s satisfaction.
Operational Excellence
- Document every interaction accurately in nexahire’s internal systems, capturing essential details for future reference and compliance.
- Adhere to established performance metrics, including call handling time, quality scores, and customer satisfaction targets.
- Utilize internal tools, intranet resources, and real‑time chat platforms to retrieve information quickly and support members efficiently.
- Participate in routine administrative tasks such as scheduling follow‑up calls, updating case notes, and processing benefit eligibility checks.
- Stay current on plan sponsor information, policy updates, and process changes by regularly reviewing internal communications and emails.
Collaboration & Continuous Improvement
- Partner with internal stakeholders—including care managers, behavioral health clinicians, and HR partners—to resolve complex member issues.
- Escalate cases that require managerial intervention while maintaining ownership and clear communication throughout the resolution process.
- Identify trends in member inquiries and provide feedback to leadership for program enhancements and training opportunities.
- Engage in ongoing training, webinars, and certification programs to deepen expertise in mental health, customer service best practices, and nexahire’s product suite.
Essential Qualifications
- Minimum of 1 year of experience in a high‑volume call‑center or customer service environment.
- At least 1 year of experience in a social, psychological, or human‑services role that involved direct client support.
- Proficiency with Microsoft Office Suite (Word, Excel, Teams) and the ability to quickly learn new software platforms.
- High school diploma or equivalent; a bachelor’s degree or related experience is preferred.
- Demonstrated ability to multitask, type accurately while speaking, and manage simultaneous digital communication channels.
Preferred Qualifications
- Experience working specifically within behavioral health or employee assistance programs.
- Bachelor’s degree in psychology, social work, health administration, or a related field.
- Previous experience in a remote, fully virtual work environment with a dedicated home office.
- Certification or training in crisis intervention, mental‑health first aid, or similar disciplines.
Technical & Workspace Requirements
- Dedicated, private workspace with a closed door to protect member confidentiality.
- Dual monitors, a reliable headset, and a hard‑wired internet connection meeting minimum speeds of 400 Mbps download and 10‑20 Mbps upload.
- Broadband or fiber connection; satellite or cellular internet is not acceptable for this role.
- Four‑port modem setup, with the fourth port reserved exclusively for work‑related internet traffic.
- Ability to remain distraction‑free during scheduled shifts (Monday‑Friday, 3:00 pm‑11:30 pm EST) and occasional holiday coverage.
Core Skills & Competencies
- Empathy & Active Listening: Ability to understand and respond to emotional cues, building trust with callers.
- Problem Solving: Quickly assess situations, identify root causes, and implement effective solutions.
- Communication: Clear, concise verbal and written communication tailored to diverse audiences.
- Technical Agility: Comfort navigating multiple software platforms, documentation tools, and real‑time chat systems.
- Compliance Awareness: Knowledge of HIPAA, privacy regulations, and nexahire’s internal policies.
- Resilience: Ability to manage high‑stress interactions, including crisis calls, while maintaining personal well‑being.
Career Growth & Learning Opportunities
nexahire invests heavily in the professional development of its team members. As a Worklife Customer Support Associate, you will have access to:
- Structured onboarding and mentorship programs that pair you with seasoned care partners.
- Continuous education resources, including free development courses, certifications in mental‑health support, and leadership training pathways.
- Opportunities to transition into specialized roles such as Behavioral Health Specialist, Care Management Analyst, or Remote Operations Supervisor.
- Cross‑functional projects that expose you to product development, quality improvement, and strategic planning within nexahire’s broader health‑care ecosystem.
Work Environment & Culture at nexahire
Our remote workforce is built on trust, flexibility, and a shared commitment to our purpose. nexahire’s culture is defined by:
- Heart‑At‑Work Behaviors™: A set of guiding principles that empower employees to act with compassion, integrity, and innovation.
- Inclusive teams that celebrate diverse perspectives and encourage collaboration across geographic boundaries.
- Regular virtual town halls, wellness challenges, and community‑building activities that keep employees connected.
- Transparent communication from leadership, ensuring every associate understands how their role contributes to the organization’s mission.
Compensation, Perks & Benefits
nexahire offers a competitive compensation package that reflects experience, education, and geographic location. While exact figures vary, the typical hourly range for this position is $18.50 – $35.29, translating to an annual salary of approximately $38,500 – $73,500.
In addition to base pay, eligible employees may receive:
- Performance‑based bonuses, commissions, or short‑term incentive programs.
- Comprehensive medical, dental, and vision coverage for employees and dependents.
- Retirement savings options, including a 401(k) plan with company matching contributions.
- Employee Stock Purchase Plan (ESPP) allowing you to buy nexahire shares at a discounted rate.
- Fully‑paid term life insurance, short‑term disability, and long‑term disability coverage.
- Generous paid time off (PTO), paid holidays, and sick leave in accordance with state regulations.
- Well‑being programs such as mental‑health resources, fitness subsidies, and employee assistance services.
- Discounts on nexahire retail locations, partner programs, and continuing‑education tuition assistance.
How to Apply
If you are passionate about supporting mental‑health wellbeing, thrive in a dynamic remote environment, and want to make a meaningful impact on the lives of nexahire’s employees, we encourage you to submit your application today. Join us in shaping a healthier future—one conversation at a time.
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