• Respond to incoming calls from individuals seeking emotional support or mental health resources; may expand to message and video chats in the future. • Create a safe and supportive environment for members by ensuring privacy and maintaining a calm, empathetic presence. • Assess/Identify clinical risk and transfer member for clinical support. • Help members navigate through employee assistance program and behavioral health benefits, internal and external resources, and connect to appropriate providers. • Document all interactions in real-time using secure systems, in compliance with HIPAA and internal policies. • Take direction to execute techniques, processes, and responsibilities. • Determine purpose of call by actively listening and interacting with callers, triages call in a in a professional and timely manner. • Assess client’s needs; researches and articulately communicates information regarding pertinent EAP/Worklife services and resources. • Use screening tools to identify where urgent clinical intervention is needed, and transfers calls appropriately, including members in crisis and at risk. • Perform appropriate research in internal databases and online to identify potential providers and resources. • Enter member information into the appropriate EAP system to initiate the case and documents comments and information thoroughly and professionally. • Communicate effectively with all internal stakeholders. • Utilize relevant Aetna databases to research and identify validated, appropriate member resources. • In the appropriate EAP system, maintaining an inventory of materials. • Provide miscellaneous support functions including administrative support, follow-up calls, and other duties as assigned.