Customer Service Representative - Employee Assistance Program (Tuesday-Saturday 10:00AM-6:30PM EST)

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Summary

CVS Aetna has an opportunity available for a full time Customer Service Representative in the Employee Assistance Program (EAP) team.  This role is responsible for supporting the provision and use of the Employee Assistance Program.

Position Overview

• Schedule: Tuesday-Saturday 10:00AM-6:30PM EST.

• *Schedules subject to change at any time with advanced notice due to business need.

• 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. 

• Training Requirements: First six weeks of employment will be training on Monday-Friday 9:00AM-5:30PM EST.

What you will do

• Responsible for supporting the provision and use of the Employee Assistance Program.

• Determines purpose of call by actively listening and interacting with callers, triages call in a in a professional and timely manner.

• Taking inbound calls and or chats from members.

• Connect member with additional and appropriate benefits / external resources. 

• Supporting members with troubleshooting and deescalating where needed.

• Embodying CVS Core values in each interaction.

• Assesses client’s needs; researches and articulately communicates information regarding pertinent EAP 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.

• 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.

• Utilizes relevant Aetna databases to research and identify validated, appropriate member resources.

• 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 policies and procedures.

• Maintains accurate and complete internal documentation of required information that meets risk management and regulatory requirements.

Workspace Requirements

• Must have a quiet/secure workspace in your home.

• 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.

Required Qualifications

• 1+ years of experience in a call center environment.

• Experienced in a social, psychological, or human service field providing client support.

• Experience using Microsoft Office products’ specifically Excel, Outlook, and Word.

Preferred Qualifications

• Mental health or Human services background.

• 1-3 years of healthcare experience.

Education

• High School Diploma or GED.