Client Experience Specialist
Job description
A Client Experience Specialist serves as a trusted point of contact for employees, families, providers, and community partners using Pyramid Healthcare's Employee Assistance Program (EAP), handling inbound requests and coordinating referrals. The role focuses on delivering compassionate, professional customer service and connecting individuals to appropriate resources.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote
What you'll do
- 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
What we're looking for
- 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
Nice to have
- 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
- 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
Your team
Employee Assistance Program (EAP)
Benefits
- 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
How to get hired
- 1Criminal background check
- 2Drug screening
- 3Any required state-mandated clearances
Apply
About Pyramid Healthcare
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.
Mission
Pyramid Healthcare is dedicated to offering the highest quality of care to those we serve.
Key facts
- Behavioral healthcare
- 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
What they value
- 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.