[Remote] Worklife Customer Support Associate - Employee Assistance Program (Monday-Friday 8am-4:30pm est)

Note: The job is a remote job and is open to candidates in USA. CVS Health is committed to building a world of health around every individual, and they are seeking a Worklife Customer Support Associate to support their Employee Assistance Program. This role involves providing members with immediate access to mental health support and resources, while ensuring a safe and supportive environment for those in need.

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
• Takes direction to execute techniques, processes, and responsibilities
• Determines purpose of call by actively listening and interacting with callers, triages call in a in a professional and timely manner
• Assesses client’s needs; researches and articulately communicates information regarding pertinent EAP/Worklife services and resources
• Uses screening tools to identify where urgent clinical intervention is needed, and transfers calls appropriately, including members in crisis and at risk
• Performs appropriate research in internal databases and online to identify potential providers and resources
• Enters member information into the appropriate EAP system to initiate the case and documents comments and information thoroughly and professionally
• Communicates effectively with all internal stakeholders
• Utilizes relevant Aetna databases to research and identify validated, appropriate member resources
• In the appropriate EAP system, maintaining an inventory of materials
• Provides miscellaneous support functions including administrative support, follow-up calls, and other duties as assigned
• Compliance with Policies and Regulatory Standards
• Protects the confidentiality of member information and adheres to enterprise policies, and EAP and Worklife policies and procedures
• Maintains 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
• Resolves complex issues without or with limited management intervention
• Administers structured pre-screening assessment based on triggers to assure urgent needs are directed appropriately
• Identifies triggers for additional resources and support connections to such responses
• Assesses for social determinants/needs and offers and connects members with viable resources to address those needs

Skills

• 1-2 years of experience in a call center, help line, or customer support environment—especially involving virtual communication
• 1 year Experience in a social, psychological or human service field providing client support
• Strong verbal communication, emotional intelligence, and active listening skills; ability to remain composed and supportive during emotionally intense or crisis situations
• Technologically proficient, including basic computer knowledge (Microsoft Office Suite, Word, Excel, Teams, etc.)
• Able to troubleshoot basic issues related to call center platforms, which may include video and chat modalities
• Maintain a private, professional, and distraction-free workspace, be camera ready and supported by a reliable wired broadband or fiber internet connection (minimum 400 Mbps download, 10–20 Mbps upload; DSL and cellular not permitted)
• High school diploma or equivalent required
• Experience using multiple systems and screens, call platforms, video and chat platforms (e.g.Five9, Microsoft Teams, or proprietary systems) in member-facing roles
• Experience working with the Behavioral Health population
• Bilingual or multilingual skills
• Bachelor's degree in psychology, social work, or related field preferred

Benefits

• Affordable medical plan options
• 401(k) plan (including matching company contributions)
• Employee stock purchase plan
• No-cost programs for all colleagues including wellness screenings
• Tobacco cessation and weight management programs
• Confidential counseling and financial coaching
• Paid time off
• Flexible work schedules
• Family leave
• Dependent care resources
• Colleague assistance programs
• Tuition assistance
• Retiree medical access

Company Overview