Care Partner - Employee Assistance Program (Sunday-Thursday 10:00am-6:30pm EST)

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Position Summary
Aetna Mental Well-being is reimagining how mental health is delivered with a unified, tech-enabled approach for our best-in-class Employee Assistance Program (EAP), Resources for Living. The Care Partner plays a vital role in Aetna Mental Wellbeing’s commitment to delivering timely, high-quality mental health care. This position transforms access to mental health support by providing members with an immediate, 24/7 connection via video, live chat, or phone.

We are seeking candidates who share our passion for delivering industry-leading mental health services to people nationwide. We offer real-time support and connect members to vital resources including behavioral health benefits and employer resources. You'll offer crucial frontline support, identifying warning signs, de-escalating situations, and referring members to their benefits as well as our team of clinicians. Ideal for those with strong interpersonal skills, a passion for mental wellness advocacy, and comfort with digital platforms in a fast-paced, emotionally sensitive setting. 

Position Overview:

• Sunday-Thursday 10:00am-6:30pm EST.​

• Fully remote role - work anywhere in the U.S.

• Call center is a 24/7 operation.

• Holiday work is expected.

• Schedules may be adjusted based on business need.

Key Responsibilities:

• Respond to incoming calls from individuals seeking emotional support or mental health resources; may expand to message and video chats in the future. 

• Create a safe and supportive environment for members by ensuring privacy and maintaining a calm, empathetic presence. 

• Assess/Identify clinical risk and transfer member for clinical support. 

• Help members navigate through employee assistance program and behavioral health benefits, internal and external resources, and connect to appropriate providers. 

• Document all interactions in real-time using secure systems, in compliance with HIPAA and internal policies. 

• Take direction to execute techniques, processes, and responsibilities.

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

• Assess client’s needs; researches and articulately communicates information regarding pertinent EAP/Worklife services and resources.

• Use screening tools to identify where urgent clinical intervention is needed, and transfers calls appropriately, including members in crisis and at risk.

• Perform appropriate 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 documents comments and information thoroughly and professionally.

• Communicate effectively with all internal stakeholders.

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

• In the appropriate EAP system, maintaining an inventory of materials.

• Provide miscellaneous support functions including administrative support, follow-up calls, and other duties as assigned.

• Compliance with Policies and Regulatory Standards

• Protect the confidentiality of member information and adheres to enterprise policies, and EAP and Worklife policies and procedures.

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

• Proactively listens to members and anticipates their needs, taking full ownership of each member interaction.

• Address inquires and resolve issues as a "single-point-of contact" based on phone calls, digital and written correspondence.

• Provide customized interaction based on customer preference and individualized needs.

• Res