Employee Experience Spec

Pyramid Healthcare; Harrisburg (Dauphin County); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

401(k) with Company Match

Tuition Reimbursement

Paid Time Off

Employee Recognition Programs

Referral Bonus opportunities

Job summary

Pyramid Healthcare is seeking a Client Experience Specialist to serve as a trusted point of contact for employees, families, providers, and community partners through our Employee Assistance Program (EAP). You will handle inbound calls, provide outstanding service, and connect clients with the right resources in a fast-paced environment.

The role emphasizes compassionate, professional service, documentation, and collaboration with multiple teams to ensure seamless access to behavioral health

Qualifications

• High School Diploma or equivalent required.
• 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.

Responsibilities

• 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.
• Assess situations and determine appropriate referrals.
• Coordinate with providers to facilitate service delivery.
• Maintain accurate client records and documentation.
• De-escalate client and provider concerns professionally.

Skills

Customer service

Communication

Organizational skills

Multitasking

Problem-solving

Microsoft Office

Education

High School Diploma or equivalent

Associate/Bachelor’s degree

Tools

CRM systems

Database systems

Case management systems

Microsoft Office

Microsoft Teams

Zoom

Smartsheet

Job 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. We offer behavioral healthcare services - psychiatry, addiction recovery, mental disorder treatment, etc. - that allow clients at all stages of recovery or rehabilitation to reclaim health and well-being.

Make a Difference Through Exceptional Client Care

Are you passionate about helping others and delivering outstanding customer service? 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

Required

• 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

Preferred

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

Preferred Skills

• Customer Relationship Management
• Client Support
• Call Center Experience
• Referral Coordination
• Conflict Resolution
• Crisis De-escalation
• Relationship Building
• Time Management
• Problem Solving
• Microsoft Office Suite
• Microsoft Teams
• Zoom
• Adobe Acrobat
• Smartsheet

Ideal Candidate

The successful candidate will be:

• Highly customer-focused
• Empathetic and compassionate
• Detail-oriented
• Organized and dependable
• Comfortable making decisions independently
• Adaptable to changing priorities
• A collaborative team player
• Passionate about helping others

***Due to the nature of behavioral healthcare work and our responsibility to ensure client safety, candidates selected for hire must successfully pass a criminal background check, drug screening, and any required state-mandated clearances. Employment is contingent upon meeting all screening requirements in accordance with federal, state, and accrediting-body regulations.***

Pyramid CORE Values:

We are committed and proud to live our CORE values and use them to inspire those around us. Our employees are expected to align with these values, behaviors, and standards. We are held accountable for upholding these CORE Values: INTEGRITY is striving to be honest, transparent, and ethical when dealing with clients, staff, and the community. DEDICATION is demonstrating an unwavering commitment to always provide exceptional care and support to those we serve is needed daily. COLLABORATION is a steadfast, team-focused approach; working together to achieve excellence. PASSION is genuine, compelling, and relentless desire to improve lives and support Pyramid Healthcare’s mission.

Total Rewards for Full-Time Positions:

• 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!

Want to know more?

To learn more about Pyramid Healthcare, and how you can achieve personal and professional growth, visit us at: https://bit.ly/Pyramid-Careers.

Pyramid Healthcare, Inc. is proud of its diverse workforce, and is an Equal Opportunity Employer.