Aetna EAP Worklife Consultant - Second Shift in Austin, Texas

Req ID: 55661BR

POSITION SUMMARY

The WorkLife Consultant (WLC) is part of the WorkLife Team and provides consultation, assessment and resource referrals to a variety of customers for a variety of needs including child care, elder/adult care, and basic/everyday needs.

Fundamental Components:

The WLC is responsible for providing Worklife consultation and informational services to members and plan sponsors. The most frequent requests received are around child care/children with special needs, elder/adult care, basic/everyday needs, and mental health. The WLC assesses needs, proposes options and researches/screens potential community service providers to meet the assessed needs. Provides resource referrals, and coaches individuals on how to use resources to handle various life and work situations. Appropriately documents member interactions and research/case fulfillment in the system. Works in a call center environment and handles inbound member calls from a queue and makes outbound research phone calls. Not all calls will be research/referral oriented. Some calls may be more administrative or customer service oriented. Additional responsibilities assigned based on business need.

BACKGROUND/EXPERIENCE desired:

Excellent computer skills including MS Office applications such as Excel, Word and Outlook.

1-3 years experience in social work or social services is required (case management, discharge planning, etc.).

Experience conducting intakes/needs assessments and locating/referring to community resources is required.

Ability to work in a fast paced telephonic call center environment.

Helpful: Experience/knowledge of EAP and/or Elder Care and/or Spanish speaking

EDUCATION

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

FUNCTIONAL EXPERIENCES

Functional - Customer Service/Customer Service - Member Services - Traditional products/1-3 Years

Functional - Customer Service/Customer service - transaction based environment/1-3 Years

TECHNOLOGY EXPERIENCES

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

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

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

REQUIRED SKILLS

Service/Creating a Differentiated Service Experience/FOUNDATION

Service/Providing Solutions to Constituent Needs/FOUNDATION

Service/Working Across Boundaries/FOUNDATION

ADDITIONAL JOB INFORMATION

Exciting opportunity to be a part of a growing team.

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 candidates'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

Aetna is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veterans status.