Clinical Counselor - Employee Assistance Program (Fully Remote)

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.

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 EAP Clinical Counselor 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

Fully remote in the USA.
Shift: Tuesday-Saturday 8:00am-4:30pm EST

Position Summary

The EAP Clinical Counselor provides on‑demand, single‑session consultations, including clinical assessments, safety planning, triage, and informational support. This role delivers care through phone, video, and chat using advanced technology platforms, while multitasking in a fast‑paced environment with real‑time documentation and system navigation. The position ensures accurate, compliant recordkeeping and maintains strict confidentiality in accordance with EAP and enterprise policies.

Key Responsibilities:

• Deliver on-demand single session consultations, clinical assessments, action and safety plans, triage, and informational services.

• Leverage advanced technology platforms to enhance customer experience, ensuring optimal outcomes by connecting members to the right solutions at the right time to meet their needs.

• Support members in their preferred communication modality, whether via phone, video, or chat, for personalized and effective care.

• Type and document information accurately and in real time.

• Utilize intranet systems and other tools to support call handling, often in the moment.

• Use chat and instant messaging tools during or between calls for team support.

• Review email communications to stay up to date on important plan sponsor information, process changes, department information,

• Multitask effectively while engaging with members. 

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

• Maintain accurate, complete, and timely documentation that meets regulatory and risk management requirements.

Technical Requirements:

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

• Sitting in front of the computer with double monitors and a headset on.

• 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 crisis intervention experience.

• Valid unrestricted independent professional behavioral health clinical license to practice per state regulations in the state they reside in/ one or more or equivalent is required: LPC, LMFT, LCSW, LMHC, LCMHC, LICSW, LISW, Clinical Psychologist. 

• 24x7x365 call center coverage needed, holiday coverage may be required.

Preferred Qualifications:

• 1+ years of EAP, Behavioral Health or Social Services. experience

•  Familiarity with brief therapy models (Single Session Consultation is very helpful) and Motivational Interviewing.

• Call center work experience.

• Experience in delivering services via multiple platforms (chat, video, phone.)

• Strong rapport-building skills.

• Experience facilitating positive behavior changes.

• Strong computer and literacy skills.

• Experience in handling mental health, psychiatric care, family situations and relationship concerns.

Education

Master’s Degree in behavioral health coun