Service Specialist - Training and Incident Response

About the Company

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

Responsibilities

• Efficiently coordinate phone and email coverage with team members to ensure client requests are addressed promptly and efficiently, maintaining a high level of customer service.
• Manage client organizational service requests.
• Document case management activities to ensure data accuracy.
• Engage in full-cycle case fulfillment for client organizational service requests.
• Provide clients general information and/or consultation.
• Escalate issues when necessary.
• Assist in the recruitment process by continually seeking new candidate sourcing options for onsite, online, or telephonic requests.
• Search for viable provider websites that can produce dynamic training facilitators or experienced behavioral health providers.
• Document all case management activities and time spent on each case.
• Maintain detailed records of communications with clients and providers to generate team metrics and ensure data integrity and accessibility.
• Create and send appropriate materials such as confirmation notices, sign-in sheets, and evaluation forms to clients and facilitators via email for scheduled sessions.
• Investigate client and provider escalations and determine appropriate next steps.
• Work to preserve and strengthen relationships with all parties involved.
• Consult with the Director for approval on next steps, especially when dealing with complex escalations.
• Ensure all data is entered accurately in EAPX to provide data for quarterly and annual client utilization reports.
• Effectively build and maintain relationships with providers in various states and cities, fostering a network of reliable and professional contacts.
• Provide weekly updates to the team on scheduled sessions, or more frequently if necessary.
• Participate in the after-hours call tree and respond to after-hours Critical Incident Stress Debriefing (CISD) calls in collaboration with colleagues.
• Perform other related duties and projects as needed and/or required.

Requirements

• Satisfy client needs for all organizational service requests in an expeditious manner while maintaining a high level of professionalism and ensuring protocols are followed.
• Flexibility to work both independently and collaboratively within a highly cooperative team, while taking initiative.
• Strong consultative skills.
• Ability to thrive in a fast-paced environment.
• Sensitivity to deadlines is required.
• Focus on processes and tasks.
• Reliable and responsible.
• Ability to multitask and adapt to various roles.
• Embraces change, maintains flexibility, and is willing to continue learning in a dynamic environment.
• Strong attention to detail and organizational skills.
• Effective communication skills for both internal and external interactions, with the ability to resolve client issues and build positive relationships.
• Ability to handle clients' emotional and personal information confidentially and discreetly.
• Professional phone etiquette, sensitivity, and tact.
• Excellent written and verbal communication skills.
• Exceptional customer service skills.
• Positive attitude.
• High school diploma required.
• Required experience with Microsoft Suite and Smartsheet programs.
• Excellent IT applications and database skills set.
• Must have a reliable internet connection.

Preferred Qualifications (Nice to Have)

• BA/BS degree in Human Resources, Business Administration, Psychology, Social Work, or Public Administration is preferred.
• Professional call center/scheduling experience a plus.

Location

• Remote

Benefits

• Immediate medical (Blue Cross/Blue Shield), dental, and vision insurance is available.
• Desirable work schedules.
• Generous amount of Paid Time Off.
• 401(k) retirement program with a company match.
• Employee Assistance Program (EAP) benefits are available to you and your family.

Category

Customer Service