EAP Worklife Customer Support Associate - Mental Health Wellbeing - Remote

Join CVS Health: Transforming Healthcare with Heart

At CVS Health, we're driven by a singular purpose: Bringing our heart to every moment of your health. This purpose is the foundation of our commitment to delivering human-centric healthcare solutions that are personal, convenient, and affordable. We're seeking high-performing individuals to join our team as an EAP Worklife Customer Support Associate, playing a vital role in supporting members' mental health wellbeing.

About the Role

As an EAP Worklife Customer Support Associate, you will be part of a 24/7 operation, working fully remotely from anywhere in the U.S. Your shift will be Sunday to Thursday, 1:30 pm - 10:00 pm EST. You will be the front-door to mental health wellbeing for our members, providing support and resources to help them navigate life's challenges.

Key Responsibilities:

• Member Support: Determine the purpose of calls by actively listening and interacting with callers, triaging calls in a professional and timely manner.
• Assess clients' needs, research, and communicate information regarding pertinent EAP/Worklife services and resources.
• Recognize crisis situations and evaluate for needed action to minimize risk.
• Perform 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 document comments and information thoroughly and professionally.
• Team Member Support: Receive calls transferred from counselors and provide immediate member assistance.
• Schedule appointments for members with counselors.
• Assist team members with necessary activities to effectively respond to member inquiries about and requests for services and resources related to various life skills.
• Communicate effectively with all internal stakeholders.
• Utilize relevant Aetna databases to research and identify validated, appropriate member resources.
• Make outbound calls as appropriate to identify and assist with securing member resources and/or services.
• Assist team members with printing and fulfillment needs related to relevant materials.
• In the appropriate EAP system, maintain an inventory of materials.
• Provide miscellaneous support functions, including administrative support, follow-up calls, and other duties as assigned.

Requirements and Qualifications

Essential Qualifications:

• 1 year of customer service and call center experience.
• 1 year of experience in a social, psychological, or human service field providing client support.
• Basic computer knowledge (Microsoft Office Suite, Word, Excel, Teams, etc.).
• High School Diploma or equivalent GED.

Preferred Qualifications:

• 1 year of Behavioral Health experience.

What We Offer

Compensation and Benefits:

The typical pay range for this role is $18.50 - $31.72 per hour. In addition to your base pay, you will be eligible for a CVS Health bonus, commission, or short-term incentive program. Our comprehensive benefits package includes:

• Medical, dental, and vision benefits.
• 401(k) retirement savings plan and Employee Stock Purchase Plan.
• Fully-paid term life insurance plan.
• Short-term and long-term disability benefits.
• Paid Time Off (PTO) or vacation pay.
• Paid holidays throughout the calendar year.
• Well-being programs, education assistance, free development courses, and CVS store discounts.

Work Environment and Culture:

At CVS Health, we're committed to creating a work environment that is inclusive, supportive, and empowering. We:

• Strive to provide equal access to the benefits and privileges of employment, including reasonable accommodations for individuals with disabilities.
• Offer a flexible work environment that allows you to work from anywhere in the U.S.
• Provide opportunities for growth and development through training and education programs.
• Foster a culture of respect, empathy, and inclusivity.

How to Apply

If you're passionate about delivering exceptional customer support and making a positive impact on people's lives, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to join our team as an EAP Worklife Customer Support Associate.

CVS Health is an equal opportunity employer committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities.

For more information on available benefits, please visit jobs.CVSHealth.com/benefits.

CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated.

You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment.