Aetna EAP Worklife Customer Support Associate in Austin, Texas

Req ID: 42637BR


This is a non-clinical customer service position in a call center environment that is open 24/7/365 days a year. The position entails providing assistance for members by answering incoming calls and assessing and referring as appropriate. Responsible for supporting the provision and use of worklife, employee assistance and management consultant resources.

Fundamental Components:

Member Support:

  • Determines purpose of call by actively listening and interacting with callers, triages call in a in a professional and timely manner. (*)

  • Assesses clients needs; researches and articulately communicates information regarding pertinent EAP/Worklife services and resources. (*)

  • Recognizes crisis situations and evaluates for needed action to minimize risk. (*)

  • Performs appropriate research in internal databases and online to identify potential providers and resources. (*)

  • Enters member information into the appropriate EAP system to initiate the case and documents comments and information thoroughly and professionally. (*)

    Team Member Support

  • Receive calls transferred from counselors and provides immediate member assistance. (*)

  • Schedules appointment for members with counselors. (*)

  • Assists team members with necessary activities to effectively respond to member inquiries about and requests for services and resources related to various life skills such as finding childcare, finding eldercare, etc. (*)

  • Communicates effectively with all internal stakeholders. (*)

  • Utilizes relevant Aetna databases to research and identify validated, appropriate member resources. (*)

  • Makes outbound calls as appropriate to identify and assist with securing member resources and/or services.

  • Assists team members with printing and fulfillment needs related to relevant materials, including provider profiles, letters, selection of appropriate guidebooks, collating materials for mailing, documenting fulfillment completion in the appropriate EAP system, maintaining an inventory of materials.

  • Provides miscellaneous support functions including administrative support, follow-up calls, and other duties as assigned. (*)


    1-2 years exp in call center environment

    Behavioral Health experience preferred in a social, psychological or human service field providing client support.


    The highest level of education desired for candidates in this position is a Bachelor's degree or equivalent experience.


    Technical - Aetna Applications/Incedo/1-3 Years/End User

    Technical - Desktop Tools/Microsoft SharePoint/1-3 Years/End User


    Communicating for Impact

    Creating Accountability

    Demonstrating Service Discipline


    Maximizing Work Practices

    Collaborating for Results

    Driving a Culture of Compliance


    Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.

    We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.

    Together we will empower people to live healthier lives.

    Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.

    We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.

    Benefit eligibility may vary by position. Click here to review the benefits associated with this position.

    Aetna takes our candidate's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.

Job Function: Health Care