Experienced Customer Support Associate - Employee Assistance Program (EAP) & Worklife Services - Remote

Transforming Health Care, One Interaction at a Time

At CVS Health, we're on a mission to bring our heart to every moment of your health. As a leading health care company, we're committed to delivering enhanced human-centric health care that's more personal, convenient, and affordable. Our purpose is at the heart of everything we do, guiding our commitment to innovation, customer satisfaction, and community well-being.

About the Role: Worklife Customer Support Associate - Employee Assistance Program (EAP)

We're seeking a highly skilled and compassionate Customer Support Associate to join our team as a vital front-door to Mental Health Wellbeing for our members. As a Worklife Customer Support Associate, you'll play a critical role in supporting the provision and use of employee assistance, employer benefits, and behavioral health benefits. This is a unique opportunity to make a meaningful difference in the lives of our members and their families.

Key Responsibilities

• Provide exceptional support to members by responding to inquiries, resolving issues, and offering customized interactions based on individual needs.
• Coordinate employee assistance, behavioral health benefits, and employer resources to ensure seamless delivery of services.
• Administer policies and procedures for the Employee Assistance Program (EAP) Worklife area to support organizational objectives.
• Execute routine and non-routine business support tasks for the Care Partner Program under limited supervision.
• Maintain accurate and complete internal documentation of required information to meet risk management and regulatory requirements.
• Utilize relevant databases and tools to research and identify validated, appropriate member resources.
• Perform pre-screening assessments to direct urgent needs to appropriate resources.
• Identify triggers for additional resources and support connections.
• Assess for social determinants/needs and offer viable resources to address those needs.

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 required.

Preferred Qualifications

• 1 year of Behavioral Health experience.
• Bachelor's degree or equivalent experience.

Skills and Competencies

To succeed in this role, you'll need to possess excellent communication and interpersonal skills, with the ability to empathize with members and provide personalized support. You'll also need to be proficient in using various software applications, databases, and tools to manage member interactions and provide effective support.

Career Growth Opportunities and Learning Benefits

At CVS Health, we're committed to helping our colleagues grow and develop in their careers. As a Customer Support Associate, you'll have access to comprehensive training programs, ongoing coaching, and opportunities for advancement within the organization.

Work Environment and Company Culture

This is a fully remote role, allowing you to work from anywhere in the U.S. We're committed to providing a flexible and inclusive work environment that supports your well-being and productivity. Our company culture is built on our Heart At Work Behaviors, which guide our commitment to delivering exceptional customer service, innovating, and making a positive impact in our communities.

Compensation, Perks, and Benefits

We offer a competitive salary range of $18.50 - $35.29 per hour, depending on experience and qualifications. In addition to your compensation, you'll enjoy a comprehensive benefits package, including:

• Medical, dental, and vision benefits.
• 401(k) retirement savings plan and Employee Stock Purchase Plan.
• Term life insurance and short-term and long-term disability benefits.
• Well-being programs, education assistance, and free development courses.
• CVS store discount and discount programs with participating partners.
• Paid Time Off (PTO) and paid holidays throughout the calendar year.

Workspace Requirements

To perform this role effectively, you'll need to have a dedicated workspace that's free from distractions, with a reliable internet connection (minimum download speed of 400mbps and upload speed between 10-20mbps) and a broadband or fiber connection. You'll also need to be comfortable using a headset, double monitors, and various software applications.

Join Our Team

If you're a compassionate and skilled customer support professional looking to make a meaningful difference in the lives of others, we encourage you to apply for this exciting opportunity. As a Customer Support Associate - Employee Assistance Program (EAP) & Worklife Services, you'll play a critical role in transforming health care and delivering exceptional support to our members.

Don't miss this chance to join our team and become a vital part of our success story. Apply now and let's discuss how you can make a positive impact in the lives of our members and their families.