[Hiring] Part Time EAP Call Center Representative @Lucet

Role Description

The EAP Call Center Representative will be responsible for offering a client-centric experience, connecting callers to appropriate resources as needed, answering inbound calls quickly, efficiently, and in a courteous manner. This position will also screen for potential risk concerns and facilitate connections to licensed professionals as necessary. Client outreach and case follow-up will also be completed to ensure a timely service connection has been located.

• Work Schedule: Thursday - Friday, 4pm - 9pm CST, and Saturday - Sunday 1:30pm - 10pm CST
• Caller Support & Communication:
  • Serves as the initial point of contact for USPS employees, family members, and providers.
  • Demonstrates strong customer service skills, including empathy, reflective listening, and de-escalation.
  • Triages crisis callers to clinical staff following established protocols.
• Case & File Management:
  • Authenticates callers, verifies demographics and eligibility per HIPAA guidelines.
  • Completes documentation in compliance with USPS policy and regulatory standards.
  • Processes authorizations and responds to benefits and claims inquiries.
• Program Education & Collaboration:
  • Educates providers and members on EAP benefits and promotes program utilization.
  • Provides referrals to field staff or network providers to ensure timely access to care.
  • Collaborates with provider relations to maintain accurate network listings.

Qualifications

• Bachelor’s degree in Social Work, Psychology or related healthcare field and 1-3 years of experience in a health care, managed care and/or customer service setting; OR high school diploma and 3-5 or more years of experience in a health care, managed care and/or customer service setting.
• Strong computer and keyboarding skills (MS Outlook, MS Word, MS Excel, Adobe Acrobat, and data processing), including the ability to document while simultaneously taking information over the phone.
• Excellent written and verbal communication, interpersonal, and organizational skills.
• Ability to talk and type simultaneously.

Requirements

• This position is a federally contracted position with the United States Postal Service which has specific requirements for all candidates which include:
  • Ability to pass background check upon hire and throughout employment.
  • Ability to undergo a Public Trust background investigation, which includes fingerprinting, and receive a favorable adjudication.
  • US Citizenship for at least 5 years.
• Someone who embodies our values by:
  • Serving everyone with compassion and leading with empathy.
  • Stepping up and creating value by taking charge and acting when there is an opportunity.
  • Adapting in a changing world by recognizing our responsibility to be agile and respond quickly.
  • Nurturing growth and belonging by respecting and celebrating everyone for who they are.

Competencies

• Works autonomously on routine tasks and demonstrates the ability to work collaboratively within a multi-disciplinary team.
• Demonstrates consistency in professional demeanor in all verbal and written communication.
• Reliability and strong work ethic.
• Self-motivated and the ability to assume a collaborative role in ensuring that all objectives are met.
• Ability to prioritize and manage multiple tasks in a fast-paced, changing environment.
• Maintains a professional demeanor in response to all situations regardless of the nature or circumstances of the situation.
• Demonstrates schedule adherence and shift flexibility to support business needs.

Working Conditions

• High-speed internet service (cable or fiber optic) with minimum download Speed of 20 Mbps, Upload Speed of 5 Mbps, and Maximum Latency of 100 milliseconds (must be installed before starting) required.
• Frequent use of computer and phone systems.
• Must be able to constantly remain in a stationary, sitting position, communicate and exchange information with others, inspect information, perform repetitive motions with arms and fingers, interpret data, problem solve, make decisions, organize and plan, and maintain a positive and professional attitude in all situations.
• Work is performed from home with company-provided equipment. Sitting for long periods of time is expected and use of fingers and hands for typing is necessary.
• A quiet workspace with minimal background noise for calls.