Connecting Specialist - Remote

AllOne Health is in the business of care; and service is what matters most.

As a leader in workplace behavioral health, we’ve proven that a company’s success is directly linked to the health and well-being of their employees.

By joining our team, you will make a difference in the lives of our clients and their communities. The meaningful work that we do includes counseling, providing work-life resources, wellness and more through our Employee Assistance Programs (EAP).

We are currently seeking a Connecting Specialist to work remotely.  This is a full-time, non-exempt position working Monday-Friday 8:00 AM - 4:30 PM. 

Position Summary:

AllOne Health’s EAP provides a number of services to clients, including behavioral consultation, counseling, crisis intervention, clinical referrals, resource information, and case management.  The EAP Connecting Specialists are involved in finding appropriate resources for clients, including connecting clients to affiliate providers or EAP clinical staff for services. This is accomplished by communicating directly and professionally with clients and affiliates, internal customers such account managers, intake specialist and clinicians.

Qualified candidates will be capable using IT support applications, at ease employing telephone presence and skills in relating to clients, have strong customer service skills, exhibit excellent common sense, and possess good judgment.  The candidate must be flexible with break and lunch times due to staffing for our high call volume times.  The candidate should also be comfortable working in a team environment and be flexible with day-to-day job assignments.

What You'll Do:

• Use customer service skills to generally determine the connecting needs of clients and what they require from EAP services.
• Completes EAP Intake Forms in the EAP Expert database system.
• Assign EAP staff or affiliates to client cases.
• Serve a primary role in connecting clients to affiliate providers in their geographic area, or to EAP staff professionals for services.
• Demonstrate sensitivity to the unique confidentiality and customer service needs of both member employee and dependent clients, and employer-customer clients.

• Log in and out of phone system to track both inbound and outbound calls
• Work in a team environment to manage the connecting inventory and work with others to establish prioritization of inventory
• Working knowledge of EAPX including Clinical and Community Resources and PROVIDERfiles
• Polite, calm demeanor takes ownership of connection until the process ends
• Serve as a primary resource for the call center and account managers to help get clients scheduled in a timely fashion
• Keep clients updated every 48 business hours about the status of their connecting request

• Work with the Affiliate Network Management Team in a professional manner to resolve any issue with affiliates or request for recruitment
• Provide feedback to Manager of any issues falling under the scope of connecting

What We're Looking For:

• Excellent IT applications and database skills set.
• Outstanding interpersonal, communication, organizational and problem-solving skills. 
• Professional call center/scheduling experience a plus
• Strong customer service commitment.
• High School diploma required; Bachelor or Associates degree preferred.
• Requisite experience with Microsoft Outlook & Office programs.

Company Perks:

• We don’t want you to wait - Immediate medical (Blue Cross/Blue Shield), dental, and vision insurance is available
• Self-Care is a top priority – We offer desirable work schedules and a generous amount of Paid Time Off
• Thinking about your future? – We have a 401(k) retirement program with a company match
• Of course, we know that life happens - Employee Assistance Program (EAP) benefits are available to you and your family
• …and many more! 

AllOne Health is an AA/EO employer and actively seeks candidates from diverse backgrounds.