Worklife Customer Support Associate - Employee Assistance Program (Fri-Tue 8:30AM-5:00PM EST)

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
 
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Position Summary

Responsible for taking incoming calls to support members with the provision and use of Worklife Employee Assistance Programs (EAP) and management consultant resources.

Role Overview

• Schedule: Friday-Tuesday 8:30AM-5:00PM EST
• *Schedules may be adjusted based on business need
• Training Requirements: First six weeks of employment will be training.
• Holiday/PTO Requirements: As a 24-hour call center operation, we will treat holidays as normal working business days, unless you have been approved for time off. This means you would work your normal shift if the Company Observed Holiday falls on your normal workday. No PTO available the first 45 days of employment. 
• Fully remote role and is able to work anywhere in the U.S.

What you will do

• Determines purpose of call by actively listening and interacting with callers, triages call in a in a professional and timely manner.
• Assesses client’s needs; researches and articulately communicates information regarding pertinent EAP/Worklife services and resources.
• Recognizes crisis situations and evaluates for needed action to minimize risk.
• Performs appropriate research in internal databases and online to identify potential providers and resources.
• Enters member information into the appropriate EAP system to initiate the case and documents comments and information thoroughly and professionally.
• Receive calls transferred from counselors and provides immediate member assistance.
• Schedules appointment for members with counselors.
• Assists team members with necessary activities to effectively respond to member inquiries about and requests for services and resources related to various life skills such as finding childcare, finding eldercare, etc.
• Communicates effectively with all internal stakeholders.
• Utilizes relevant Aetna databases to research and identify validated, appropriate member resources.
• Makes outbound calls as appropriate to identify and assist with securing member resources and/or services.
• Assists team members with printing and fulfillment needs related to relevant materials, including provider profiles, letters, selection of appropriate guidebooks, collating materials for mailing, documenting fulfillment completion in the appropriate EAP system, maintaining an inventory of materials.
• Provides miscellaneous support functions including administrative support, follow-up calls, and other duties as assigned.
• Compliance with Policies and Regulatory Standards.
• Protects the confidentiality of member information and adheres to enterprise policies, and EAP and Worklife policies and procedures.
• Maintains accurate and complete internal documentation of required information that meets risk management and regulatory requirements.

Required Qualifications

• 1+ years’ experience in call center environment.
• Experienced in a social, psychological, or human service field providing client support.

Workspace Requirements

• Technical Requirement for personal residential internet service. Recommended Technical requirements when obtaining your own residential internet service:
• Select an internet service that is either broadband or fiber (e.g., Verizon Fios, Comcast).
• Select a minimum of 25mbps/3mbps. Remember, the higher the speed, the faster your internet. A hardwired connection is required (ethernet connection); a wireless connection will introduce the risk of performance degradation.  
• Consider the internet usage of others in the household during your scheduled working hours. You may need to obtain a higher speed internet connection so your ability to perform your work is not affected.  Streaming video content and gaming will significantly reduce the amount of bandwidth available for your corporate equipment.

Preferred Qualifications

• Bachelor of Arts or Bachelor of Science Degree preferred.

Education

• High School Diploma

Pay Range

The typical pay range