Part Time EAP Call Center Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary contact for USPS employees, their family members, and service providers.

• Respond to inbound calls promptly, effectively, and courteously.

• Deliver a client-focused experience and direct callers to suitable resources.

• Assess potential risk issues and prioritize crisis calls to clinical staff as per established protocols.

• Facilitate connections to licensed professionals when necessary.

• Conduct outreach to clients and follow up on cases to ensure timely service access.

• Verify caller identities and confirm demographics and eligibility in accordance with HIPAA regulations.

• Maintain documentation that complies with USPS policies and regulatory requirements.

• Handle authorization requests and address inquiries related to benefits and claims.

• Inform providers and members about EAP benefits while promoting program usage.

• Provide referrals to field staff or network providers for prompt access to care.

• Work in partnership with provider relations to ensure accurate network listings are maintained.

⛳️ Requirements

• Bachelor’s degree in Social Work, Psychology, or a related healthcare field with 1-3 years of experience in a healthcare, managed care, and/or customer service environment; OR a high school diploma with 3-5 or more years of experience in a healthcare, managed care, and/or customer service setting.

• Proficient in computer operations and typing, including MS Outlook, MS Word, MS Excel, Adobe Acrobat, and data processing.

• Capable of documenting information while simultaneously receiving details over the phone.

• Outstanding written and verbal communication, interpersonal, and organizational abilities.

• Skilled in talking and typing at the same time.

• Must pass a background check upon hiring and throughout employment, including criminal history, employment verification, education credentials, healthcare sanctions, prohibited parties, sex offender registry, and drug screening checks.

• Ability to undergo a Public Trust background investigation, including fingerprinting, and achieve favorable adjudication.

• Must be a U.S. citizen for at least 5 years.

• Requires high-speed internet service with a minimum download speed of 20 Mbps, upload speed of 5 Mbps, and maximum latency of 100 milliseconds.

• Must be able to work from a quiet environment with minimal background noise.

• Ability to remain seated and stationary for extended periods, perform repetitive motions, interpret data, solve problems, make decisions, organize and plan, and uphold a professional demeanor.

🏝️ Benefits

• Annual performance-based discretionary incentive.

• Medical, dental, and vision insurance coverage.

• 401(k) plan with a competitive employer match.

• Company-paid life and disability insurance.

• Paid parental leave and wellness incentives.

• Generous paid time off, including time for volunteering.

• Flexible spending accounts for healthcare and dependent care expenses.

• Opportunities for professional development and tuition reimbursement.

• Remote work flexibility based on the role.

• Company-provided equipment.

• Potential for significant personal and professional growth.