Client Experience Specialist

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.

📍 Location: Remote (Pennsylvania Preferred)

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

Apply Today

If you are looking for an opportunity to use your customer service expertise to positively impact the lives of others, we encourage you to apply for our Client Experience Specialist position in Harrisburg, PA and become part of the Pyramid Healthcare team.

***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.