Intake Specialist

What You’ll Do:

Remain actively logged into on-call telephone queues as assigned in order to fulfill duties.
Use frontline customer service skills to generally determine the prevailing needs of clients and what they require from EAP services.
Screen for safety issues, domestic violence (DV), substance abuse, and other high-risk considerations, and connects clients immediately to on-call counselors when needed.
Completes EAP Intake Forms in the EAP Expert database system.
Assign EAP staff or affiliates to client cases when appropriate.
Serve a primary role in connecting clients to affiliate providers in their geographic area, or to EAP staff professionals for services.
Provide general information and referrals to subject matter experts in areas such as legal concerns, financial issues, and work-life challenges.
Demonstrate sensitivity to the unique confidentiality and customer service needs of both member employee and dependent clients, and employer-customer clients.

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
Must have a reliable internet connection with a minimum download speed of 50Mbps and 10Mbps upload stream
Strong customer service commitment.
Requisite experience with Microsoft Outlook & Office programs.