Remote Client Experience Specialist — EAP Support

Pyramid Healthcare; United States; Remote; USD 42,000 - 62,000; Full time

Benefits offered by this job

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

Job summary

Pyramid Healthcare is seeking a Client Experience Specialist to serve as a trusted contact for employees, families, providers, and partners through our Employee Assistance Program. You will manage high volumes of inbound requests, deliver compassionate service, and connect clients with resources, while coordinating with providers to ensure service delivery.

The ideal candidate has strong customer service, communication, and organizational skills, plus experience with Microsoft Office and

Qualifications

• High School Diploma or equivalent required.
• Strong customer service and communication skills essential.
• 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.
• 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.
• 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.
• De-escalate client and provider concerns professionally.
• Develop creative solutions to meet client needs.
• Resolve issues efficiently while maintaining service excellence.

Skills

Customer service

Communication

Organizational skills

Multitasking

Problem solving

Microsoft Office

Education

High School Diploma or equivalent

Associate's or Bachelor's preferred

Tools

CRM systems

Database systems

Case management systems

Microsoft Teams

Zoom

Adobe Acrobat

Smartsheet

Job description

Pyramid Healthcare is seeking a Client Experience Specialist to serve as a trusted contact for employees, families, providers, and partners through our Employee Assistance Program. You will manage high volumes of inbound requests, deliver compassionate service, and connect clients with resources, while coordinating with providers to ensure service delivery.

The ideal candidate has strong customer service, communication, and organizational skills, plus experience with Microsoft Office and