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 at the core of everything we do, guiding our commitment to delivering enhanced, human-centric healthcare in a rapidly changing world. Our culture is built on behaviors that empower every colleague to play a vital role in transforming our organization and innovating solutions that make healthcare more personal, convenient, and affordable.

About the Role: EAP Worklife Customer Support Associate

We're seeking high-performing individuals to join our team as EAP Worklife Customer Support Associates. This fully remote role is a unique opportunity to support members as their front-door to Mental Health Wellbeing. You'll be part of a team that delivers an integrated experience across RFL, Behavioral Health, and Medical products, ensuring every member and their families receive the right support for their unique mental wellbeing needs.

Key Responsibilities:

• Member Support: Determine the purpose of calls by actively listening and interacting with callers, triage calls professionally and timely, assess client needs, and communicate information regarding pertinent EAP/Worklife services and resources.
• Crisis Situation Management: Recognize crisis situations and evaluate for needed action to minimize risk.
• Research and Resource Identification: Perform research in internal databases and online to identify potential providers and resources, enter member information into the appropriate EAP system, 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, and assist team members with necessary activities.
• Communication and Collaboration: Communicate effectively with all internal stakeholders, utilize relevant Aetna databases to research and identify validated, appropriate member resources, and make outbound calls as appropriate.
• Administrative Support: Assist with printing and fulfillment needs related to relevant materials, maintain an inventory of materials in the appropriate EAP system, and provide miscellaneous support functions.
• Compliance and Confidentiality: Protect the confidentiality of member information, adhere to enterprise policies, and maintain accurate and complete internal documentation.

Requirements and Qualifications:

Essential Qualifications:

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

Preferred Qualifications:

• Behavioral Health Experience: 1 year of Behavioral Health experience.

Skills and Competencies:

• Active Listening: Ability to actively listen to members and internal stakeholders.
• Communication: Effective communication and interpersonal skills.
• Problem-Solving: Ability to assess complex issues and resolve them with or without limited management intervention.
• Empathy and Compassion: Demonstrated empathy and compassion in supporting members with their mental wellbeing needs.
• Technical Skills: Proficiency in using computer systems, software, and tools.

Career Growth Opportunities and Learning Benefits:

At CVS Health, we're committed to the growth and development of our colleagues. You'll have access to:

• Training and Development: Comprehensive training programs to enhance your skills and knowledge.
• Mentorship: Opportunities to work with experienced professionals who can guide and support your career growth.
• Career Advancement: A clear path for career advancement and opportunities to take on new challenges.
• Education Assistance: Education assistance programs to support your ongoing education and development.

Work Environment and Company Culture:

At CVS Health, we pride ourselves on a culture that:

• Values Diversity and Inclusion: We're committed to creating an inclusive and diverse work environment.
• Supports Wellbeing: We offer a range of wellbeing programs to support the physical and mental health of our colleagues.
• Encourages Community Engagement: We encourage our colleagues to get involved in their communities and give back.
• Offers Flexibility: We offer flexible work arrangements, including remote work options.

Compensation, Perks, and Benefits:

We offer a comprehensive compensation package that includes:

• Competitive Pay: A competitive pay range of $18.50 - $31.72 per hour.
• Benefits: A full range of medical, dental, and vision benefits.
• Retirement Savings: A 401(k) retirement savings plan and an Employee Stock Purchase Plan.
• Time Off: Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year.
• Wellbeing Programs: Access to wellbeing programs, education assistance, and free development courses.

How to Apply:

If you're passionate about delivering exceptional customer support and making a difference in the lives of our members, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert application link].

Don't miss this chance to join our team and be part of a company that's transforming healthcare with heart. Apply today!