Experienced Customer Chat Support Representative – Mental Health Wellbeing Services at blithequark

Are you passionate about delivering exceptional customer service and making a positive impact on people's lives? Do you have a strong desire to work in a dynamic and supportive environment where you can grow and develop your skills? If so, we invite you to join our team at blithequark as a Customer Chat Support Representative – Mental Health Wellbeing Services.

About blithequark

blithequark is a leading health solutions company that is dedicated to transforming healthcare and improving the lives of millions of Americans. With a presence in local communities, digital channels, and a team of over 300,000 purpose-driven colleagues, we are committed to delivering a more connected, convenient, and compassionate experience for our customers. Our mission is to build a world of health around every consumer, and we believe that our colleagues are the key to achieving this vision.

Role Overview

As a Customer Chat Support Representative – Mental Health Wellbeing Services, you will be responsible for delivering an enhanced customer service experience to our members through our chat platform. You will work closely with our AI chatbot to provide a combination of human interaction and AI transaction, ensuring that our members receive the right support for their unique mental wellbeing needs. Your primary responsibilities will include:

• Promptly responding to incoming chats within the standard greeting approved timeframe
• Determining the purpose of incoming chats by focusing on the member's written messages and interacting with callers
• Assessing client needs and providing resources through chat and email
• Recognizing crisis situations and evaluating for needed action to minimize risk
• Performing research in internal databases and online to identify potential providers and resources
• Entering member information into the appropriate EAP system to initiate the case and documenting comments and information thoroughly and professionally
• Maintaining accurate and complete internal documentation of required information that meets risk management and regulatory requirements
• Triaging calls in a professional and timely manner if needed
• Communicating effectively with all internal stakeholders
• Making outbound calls as appropriate to identify and assist with securing member resources and/or services
• Providing miscellaneous support functions including administrative support, follow-up calls, and other duties as assigned

Requirements

To be successful in this role, you will need to possess the following qualifications and skills:

• 1-3 years of experience in customer service
• Basic computer knowledge
• Proficiency in all Microsoft Office Applications
• Experience in a call center environment (preferred)
• Mental health and human services background (preferred)
• Experience working in RFL/Employee Assistance Program (preferred)
• Associate's or bachelor's degree in a social, psychological or human service field or equivalent experience (preferred)
• High School Diploma or GED

Work Environment and Culture

As a remote worker, you will have the flexibility to work from anywhere in the U.S. and enjoy a dynamic and supportive work environment. Our teams reflect the customers, patients, members, and communities we serve, and we are committed to fostering a workplace where every colleague feels valued and that they belong. We offer a comprehensive and competitive mix of pay and benefits, including:

• Affordable medical plan options
• A 401(k) plan (including matching company contributions)
• An employee stock purchase plan
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access, and many other benefits depending on eligibility

Compensation and Benefits

The typical pay range for this role is $17.00 - $34.15 per hour, and this pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography, and other relevant factors. This position is eligible for a CVS Health bonus, commission, or short-term incentive program in addition to the base pay range listed above.

How to Apply

If you are passionate about delivering exceptional customer service and making a positive impact on people's lives, we invite you to apply for this exciting opportunity. Please submit your application through our website, and we look forward to reviewing your qualifications and skills.

Equal Employment Opportunity

blithequark is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to fostering a workplace where every colleague feels valued and that they belong. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws.

Application Window

The application window for this opening will close on 09/05/2025. We encourage you to apply early to ensure consideration for this exciting opportunity.

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