CVS Health is looking for an Employee Assistance Program Worklife Customer Support Associate to join our team. This fully remote call center role serves as the front-door to mental health wellbeing, supporting members by delivering an integrated experience across Resources for Living, Behavioral Health, and Medical products.

What You'll Do

Determine the purpose of calls by actively listening and interacting with callers; triage calls in a professional and timely manner.
Assess client needs; research and communicate information regarding pertinent EAP/Worklife services and resources.
Use screening tools to identify where urgent clinical intervention is needed, and transfer calls appropriately, including for members in crisis.
Perform research in internal databases and online to identify potential providers and resources.
Enter member information into appropriate EAP systems to initiate cases; document comments and information thoroughly.
Communicate effectively with all internal stakeholders.
Utilize relevant Aetna databases to research and identify validated, appropriate member resources.
Maintain an inventory of materials in the appropriate EAP system.
Provide miscellaneous support functions, including administrative support, follow-up calls, and other duties as assigned.
Maintain compliance with policies and regulatory standards.
Protect the confidentiality of member information and adhere to enterprise, EAP, and Worklife policies.
Maintain accurate and complete internal documentation meeting risk management and regulatory requirements.
Proactively listen to members and anticipate their needs, taking full ownership of each interaction.
Address inquiries and resolve issues as a single-point-of-contact based on phone calls, digital, and written correspondence.
Provide customized interactions based on customer preference and individualized needs.
Resolve complex issues without or with limited management intervention.
Administer structured pre-screening assessments based on triggers to assure urgent needs are directed appropriately.
Identify triggers for additional resources and support connections to such responses.
Assess for social determinants/needs and connect members with viable resources to address those needs.

What We're Looking For

1 year of experience in a medical or healthcare-related call center environment.
1 year of experience in a social, psychological, or human service field providing client support.
Basic proficiency with Microsoft Office Suite (Word, Excel, Teams, etc.).
Ability to work Monday-Friday from 8:00am-4:30pm Eastern Standard Time.
High school diploma or GED.

Nice to Have

1 year of experience in behavioral health.
Bachelor’s degree or higher.
Strong empathy and communication skills.
Excellent organization and time management.
Detail-oriented nature.
Ability to receive and apply constructive criticism to maintain continuous performance improvement.
Strong collaboration skills.