Analyst, EAP WorkLife

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

*** Fully Remote ANYWHERE within the contiguous U.S. ***

4-5 month training 9-5:30 Eastern or Central Time Zones

Normal schedule:

750a - 420p EST

815a - 445p EST

9a - 530p EST

1030a - 7p EST

1045a - 715p EST

1130a - 8p EST

1145a - 815p EST

The WorkLife Consultant (WLC) is part of the WorkLife Team and provides education about community resources, resource needs assessment, and community and/or national referrals to a variety of customers for a variety of needs including childcare, elder/adult care, and basic/everyday needs. The WLC is responsible for providing Worklife consultation and informational services to members and plan sponsors. The most frequent requests received are for emergency financial, housing, childcare/children with special needs, elder/adult care, and health related needs.

Additional Responsibilities:
•    The WLC assesses resource needs, proposes options and researches/screens potential community service providers to meet the assessed needs.
•    Provides resource referrals, and educates individuals on how to use resources to handle various life and work situations.
•    Appropriately documents member interactions and research/case fulfillment in the system.
•    Works in an inbound and outbound call center environment and completes outbound phone calls and research
•    Not all calls will be research/referral oriented.
•    Some calls may be more administrative or customer service oriented. 
•    Additional responsibilities assigned based on business need, including staffing an online chat platform.

Required Qualifications
- 1+ year(s) of experience educating individuals/families on various community resources, and locating and referring to community resources (i.e., elder care resources, food assistance, transportation, housing, rental assistance, support groups, human services resources, etc.)
- 1 + year(s) of experience working with the elderly and/or adults with disability populations in a capacity that specifically includes completing resource needs assessments and referring to appropriate community resources
- 1+ year(s) experience in social work, social services, case management or related field (i.e., intake/assessments, assessing for resource needs, referrals, discharge planning, non-profit organizations, hospitals, advocacy agencies, or government provided services) 
- 1+ year(s) experience with conducting resource needs assessments (ex. eldercare needs, rent/utility/housing needs, childcare needs)
- Excellent written communication skills, needs to be clear and detailed
- Excellent verbal communication skills, needs to be clear and professional 
-  Must have access to Broadband or Fiber internet with minimum speed of 25mbps/3mbps; higher speed may be needed for proper internet performance based on the internet usage of others in the household during your scheduled working hours. Must be hard wired into your internet modem and not work off of Wi-Fi. 
- Excellent computer skills including MS Office applications such as Excel, Word and Outlook.

Preferred Qualifications
- Spanish speaking
- 1+ year(s) of experience working in a call center environment
- Experience working with diverse populations

Education
- Bachelor’s degree required in Social Work or a social services/health related field (Health Education, etc.)
- Master’s degree in Social Work preferred

Pay Range

The typical pay range for this role is:

$21.10 - $40.90

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in additio