[Hiring] Client Experience Specialist @Pyramid Healthcare

Role Description

Pyramid Healthcare is seeking a Client Experience Specialist to serve as a trusted point of contact for employees, families, providers, and community partners utilizing our Employee Assistance Program (EAP).

As a Client Experience Specialist, you will play a critical role in connecting individuals with the resources and support they need while delivering compassionate, professional service every step of the way. This position is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and is committed to creating a positive customer experience.

Essential Responsibilities

• Client Support & Customer Service
  • Manage a high volume of inbound calls and online service requests
  • Provide exceptional customer support to EAP clients and providers
  • Establish trusting, professional relationships with clients and vendors
  • Identify client needs and connect individuals to appropriate resources
  • Deliver timely follow-up and ensure resolution of client concerns
  • Anticipate client needs and provide proactive support
• Case Coordination
  • Assess situations and determine appropriate referrals
  • Assist clients in accessing available services and resources
  • Coordinate with providers to facilitate service delivery
  • Support provider recruitment efforts as needed
  • Escalate complex situations appropriately
• Documentation & Administrative Support
  • Maintain accurate client records and documentation
  • Enter information into company databases and systems
  • Ensure compliance with company policies and procedures
  • Monitor requests and manage multiple priorities simultaneously
• Problem Solving & Conflict Resolution
  • De-escalate client and provider concerns professionally
  • Develop creative solutions to meet client needs
  • Resolve issues efficiently while maintaining service excellence

Qualifications

• High School Diploma or equivalent
• Strong customer service and communication skills
• Excellent organizational and multitasking abilities
• Ability to manage multiple priorities in a fast-paced environment
• Strong problem-solving skills
• Proficiency with Microsoft Office applications

Requirements

• Associate's Degree or Bachelor's Degree (Preferred)
• Experience in customer service, client services, healthcare, behavioral health, call center operations, employee assistance programs, or human services (Preferred)
• Experience working with confidential information (Preferred)
• Familiarity with CRM, database, or case management systems (Preferred)

Benefits

• Medical, Dental, and Vision Insurance
• Flexible Spending Accounts
• Life Insurance
• Paid Time Off
• 401(k) with Company Match
• Tuition Reimbursement
• Employee Recognition Programs
• Referral Bonus opportunities
• And More!

Company Description

Pyramid Healthcare is dedicated to offering the highest quality of care to those we serve. A focus on client-focused care establishes our family of brands as respected leaders in addiction treatment, mental health recovery, and eating disorder treatment modalities.

Pyramid Healthcare offers comprehensive behavioral healthcare defined by supportive environments that offer patients the strength they need to overcome life’s challenges.