Care Partner (Tuesday-Saturday 10:00pm-6:30am 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.

We are looking for high-performing individuals to join our Care Partner/Employee Assistance Program (EAP) team! This team supports members at their front-door to Mental Health Wellbeing and will be responsible for supporting the provision and use of employee assistance benefits, employer benefits, and behavioral health benefits. Our goal is to deliver an elite, integrated experience across the breadth of RFL, Behavioral Health and Medical products to ensure every member and their families get the right support for their unique mental wellbeing needs.

Role Overview

• Schedule: Tuesday-Saturday 10:00pm-6:30am EST (Schedules may be adjusted based on business needs).

• Fully remote role and is able to work anywhere in the U.S.

• Call center is a 24/7 operation.

• Some Holiday work is required.

What you will do

• Handle inbound calls from members and customer leadership in a high volume, fast paced call center environment.

• Execute both routine and non-routine business support tasks including administrative support, follow-up calls, and other duties as assigned for the Care Partner Program.

• Follow area protocols, standards, and policies to provide effective and timely support.

• Maintain accurate and complete internal documentation of required information in each relevant system.

• Compliance with Policies and Regulatory Standards.

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

• Adhere to performance metrics including quality, call handling time, and customer satisfaction expectations.

• Multitasking, often while speaking with our members. 

• Typing and documentation.

• Utilize intranet and other tools to assist with call handling, often in the moment.

• Utilize chats/IM during or in between calls for support.

• Read emails to stay up-to-date on important plan sponsor information, process changes, and department information.

Member Support

• Protect the confidentiality of member information and adhere to enterprise policies.

• Determine purpose of call by actively listening and interacting with callers, triage call in a professional and timely manner taking full ownership of each member interaction.

• Provide an elite quality, customized experience based on customer preference and individualized needs.

• Assess for social determinants/needs; research and articulately communicate information regarding pertinent services and resources.

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

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

• Resolve complex issues with & without management intervention.

• Communicate effectively with all internal stakeholders.

Workspace Requirements

• Must have a separate workspace, free from distraction, in a room with a door that closes, to maintain member privacy.

• May not provide dependent care to others during work hours.

• Will require sitting in front of the computer with double monitors and a headset on.

• Computer will need to be hardwired and have reliable internet.

• Internet speed -  Home Internet Download Speed to be a minimum of 400mbps and Upload speed between 10-20mbps. 

• Broadband or Fiber connection. Using DSL (satellite), Cellular internet (T-Mobile, Verizon, AT&T Fixed Wireless, US Cellular to name a few) use cell towers or a satellite and not a direct cable to provide internet. 

• Ensure provider sets up a 4 port modem. Employees use the 4th port for work internet.

Required Qualifications  

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

• 1+ years of experience in a social, psychological, or human service field providing client support.

• Basic computer kno